Construction and Validation of the Customer Participation Scale

Document Type

Article

Publication Date

1-1-2017

Publication Title

Journal of Hospitality and Tourism Research

Volume

41

Issue

2

First page number:

131

Last page number:

153

Abstract

Although the importance of a mandatory customer participation construct in service delivery has been much discussed in the literature, little research has been devoted to conceptualizing and measuring one. To fill this void, this study followed a seven-step process for creating and analyzing scales in order to develop a customer participation scale and evaluate its generalizability, reliability, and validity. In theoretical terms, this scale extends the service quality literature, which has heavily emphasized the service provider’s responsibility for service quality, and will facilitate further studies in customer participation. In practical terms, the scale provides practitioners with useful mechanisms that could enhance their interactions with customers through facilitating the latter’s mandatory role in service delivery. © 2014, © 2014 The Author(s).

Language

english

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