Constructing a value co-destruction behavior scale in business-to-customer service context

ABSTRACT

This paper develops a value co-destruction behavior (VCDB) scale in the business-to-customer (B2C) service context. It uses a multi-method and multistage design, which is consistent with the method of developing and validating psychometric scales. That is, in the first stage, we focus on the development of measurement items designed to reflect the conceptual attributes of VCDB. The second stage determines whether the measurement items are established as an indicator of VCDB and whether their reliability values are acceptable. The third stage tests to what extent the measured items represent the structure of VCDBs and their reliability and convergent and discriminant validity. Finally, the nomological validity of the VCDB scale is tested. Through qualitative induction and three quantitative studies, this study constructed a multidimensional VCDB scale, composed of bad employee resource integration behavior, bad customer resource integration behavior, bad employee interpersonal interaction behavior and bad customer interpersonal interaction behavior.

本研究在B2C（business-to-customer）服务情境下开发价值共毁行为的测量量表。本研究遵循心理测量量表的开发和验证程序，采用多方法、多阶段设计。在第一阶段，着重开发旨在反映价值共毁行为概念属性的测量项目。第二阶段确定测量项目作为价值共毁行为的指标是否成立，其信度值是否可以接受。第三阶段检验测量项目在多大程度上代表价值共毁行为的结构，其信度、聚合效度和区别效度如何。最后对价值共毁行为量表进行法理效度检验。本研究通过定性归纳和三项定量研究，构建了由不良员工资源整合行为、不良顾客资源整合行为、不良员工人际互动行为和不良顾客人际互动行为组成的多维价值共毁行为量表。

摘要：

KEYWORDS:

• Value co-destruction behavior
• business-to-customer
• scale development
• resource integration
• interpersonal interaction

关键词:

• 价值共毁行为；BC2服务情境；量表开发；资源整合；人际互动

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This study was supported by a grant from the National Natural Science Foundation of China (No. 71802052, to Xinhua Guan) and the Natural Science Foundation of the Guangdong Province of China (No. 2014A030310317, to Xinhua Guan).