Constructing an Empirically Derived Measure for Customer Contact

摘要: This research provides an empirically derived measurement model for customer contact, a widely used construct in service management. The was created by applying two psychometric scaling techniques, Multidimensional Scaling MDS and the method of paired comparisons, Content Analysis, to ratings responses experts. showed that Customer Contact is multidimensional complex. An interval scale developed using comparison methodology, this contact scale. central finding degree or level can be measured at episode averaging normalized values communication time, information richness, intimacy. uses include refining current research, reevaluating past developing contingency models quality design, providing practitioners with richer understanding facilitate system design.