277
Views
4
CrossRef citations to date
0
Altmetric
Articles

Development and validation of the Customer-Centered Behavior measure

, &
Pages 1075-1091 | Received 29 Jun 2012, Accepted 06 Aug 2013, Published online: 22 Jul 2014

References

  • Ahearne, M., Mathieu, J. E., & Rapp, A. (2005). To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance. Journal of Applied Psychology, 90(5), 945–955. doi: 10.1037/0021-9010.90.5.945
  • Azen, R., & Budescu, D. V. (2003). The dominance analysis approach for comparing predictors in multiple regression. Psychological Methods, 8(2), 129–148. doi: 10.1037/1082-989X.8.2.129
  • Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253–268. doi: 10.1016/0148-2963(92)90022-4
  • *Bettencourt, L. A., & Brown, S. W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39–61. doi: 10.1016/S0022-4359(97)90014-2
  • *Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents. Journal of Retailing, 81(2), 141–157. doi: 10.1016/j.jretai.2005.03.004
  • *Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001). A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, 86(1), 29–41. doi: 10.1037/0021-9010.86.1.29
  • Bliese, P. D. (2002). Multilevel random coefficient modeling in organizational research: Examples using SAS and S-PLUS. In F. Drasgow & N. Schmitt (Eds.), Measuring and analyzing behavior in organizations: Advances in measurement and data analysis (pp. 401–445). San Francisco, CA: Jossey-Bass.
  • Borman, W. C., & Motowidlo, S. J. (1997). Task performance and contextual performance: The meaning for personnel selection research. Human Performance, 10(2), 99–109. doi: 10.1207/s15327043hup1002_3
  • *Borucki, C. C., & Burke, M. J. (1999). An examination of service-related antecedents to retail store performance. Journal of Organizational Behavior, 20(6), 943–962. doi: 10.1002/(SICI)1099-1379(199911)20:6<943::AID-JOB976>3.0.CO;2-9
  • *Brief, A. P., & Motowidlo, S. J. (1986). Prosocial organizational behaviors. Academy of Management Review, 11(4), 710–725.
  • Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2007). The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472–490. doi: 10.1108/09564230710826250
  • Chao, G. T., O'Leary-Kelly, A. M., Wolf, S., Klein, H. J., & Gardner, P. D. (1994). Organizational socialization: Its content and consequences. Journal of Applied Psychology, 79(5), 730–743. doi: 10.1037/0021-9010.79.5.730
  • De Dreu, C. K. W., & Nauta, A. (2009). Self-interest and other-orientation in organizational behavior: Implications for job performance, pro-social behavior, and personal initiative. Journal of Applied Psychology, 94(4), 913–926. doi: 10.1037/a0014494
  • Edwards, J. E., Thomas, M. D., Rosenfeld, P., & Booth-Kewley, S. (1997). How to conduct organizational surveys: A step-by-step guide. Thousand Oaks, CA: Sage.
  • Farh, J. L., Dobbins, G. H., & Cheng, B. S. (1991). Cultural relativity in action: A comparison of self-ratings made by Chinese and U.S. workers. Personnel Psychology, 44(1), 129–147. doi: 10.1111/j.1744-6570.1991.tb00693.x
  • Ford, J. K., MacCallum, R. C., & Tait, M. (1986). The application of exploratory factor analysis in applied psychology: A critical review and analysis. Personnel Psychology, 39(2), 291–314. doi: 10.1111/j.1744-6570.1986.tb00583.x
  • Frei, R. L., & McDaniel, M. A. (1998). Validity of customer service measures in personnel selection: A review of criterion and construct evidence. Human Performance, 11(1), 1–27. doi: 10.1207/s15327043hup1101_1
  • *George, J. M. (1991). State or trait: Effects of positive mood on prosocial behavior at work. Journal of Applied Psychology, 76(2), 299–307. doi: 10.1037/0021-9010.76.2.299
  • *George, J. M., & Bettenhausen, K. (1990). Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. Journal of Applied Psychology, 75(6), 698–709. doi: 10.1037/0021-9010.75.6.698
  • *Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is ‘service with a smile' enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96(1), 38–55. doi: 10.1016/j.obhdp.2004.08.002
  • Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958–974. doi: 10.5465/AMJ.2009.44634116
  • Hartline, M., & Ferrell, O. (1996). Contact employees: Relationships among workplace fairness, job satisfaction, and prosocial service behaviors [Technical Working Paper], Cambridge, MA: Marketing Science Institute.
  • Hinkin, T. R. (1998). A brief tutorial on the development of measures for use in survey questionnaires. Organizational Research Methods, 1(1), 104–121. doi: 10.1177/109442819800100106
  • Hinkin, T. R., & Tracey, J. B. (1999). An analysis of variance approach to content validation. Organizational Research Methods, 2(2), 175–186. doi: 10.1177/109442819922004
  • Hogan, J., Hogan, R., & Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology, 69(1), 167–173. doi: 10.1037/0021-9010.69.1.167
  • Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55. doi: 10.1080/10705519909540118
  • Lance, C. E., Butts, M. M., & Michels, L. C. (2006). The sources of four commonly reported cutoff criteria: What did they really say?. Organizational Research Methods, 9(2), 202–220. doi: 10.1177/1094428105284919
  • Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41–58. doi: 10.2307/20159559
  • Liao, H., & Chuang, A. (2007). Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology, 92(4), 1006–1019. doi: 10.1037/0021-9010.92.4.1006
  • Mittal, V., Kumar, P., & Tsiros, M. (1999). Attribute-level performance, satisfaction and behavioral intentions over time: A consumption system approach. Journal of Marketing, 63(1), 88–101. doi: 10.2307/1251947
  • Morrison, E. W. (1997). Service quality: An organizational citizenship behavior framework. Advances in the Management of Organizational Quality, 2(2), 211–249.
  • Muthen, L. K., & Muthen, B. O. (2007). Mplus users guide (5th ed.). Los Angeles, CA: Muthen and Muthen.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420–450.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Payne, S. C., & Webber, S. S. (2006). Effects of service provider attitudes and employment status on citizenship behaviors and customers’ attitudes and loyalty behavior. Journal of Applied Psychology, 91(2), 365–378. doi: 10.1037/0021-9010.91.2.365
  • *Pelled, L. H., Cummings, T. G., & Kizilos, M. A. (2000). The influence of organizational demography on customer-oriented prosocial behavior: An exploratory investigation. Journal of Business Research, 47(3), 209–216. doi: 10.1016/S0148-2963(98)00094-0
  • *Podsakoff, P. M., & MacKenzie, S. B. (1997). Impact of organizational citizenship behavior on organizational performance: A review and suggestions for future research. Human Performance, 10(2), 133–151. doi: 10.1207/s15327043hup1002_5
  • Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D. G. (2000). Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3), 513–563. doi: 10.1177/014920630002600307
  • Rank, J., Carsten, J. M., Unger, J. M., & Spector, P. E. (2008). Proactive customer service performance: Relationships with individual, task, and leadership variables. Human Performance, 20(4), 363–390.
  • Schmit, M. J., & Allscheid, S. P. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 28(3), 447–479.
  • Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks, CA: Sage.
  • Schwab, D. P. (1980). Construct validity in organizational behavior. Research in Organizational Behavior, 2(1), 3–43.
  • Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99–111.
  • Stajkovic, A. D., & Luthans, F. (1998). Self-efficacy and work-related performance: A meta-analysis. Psychological Bulletin, 124(2), 240–261. doi: 10.1037/0033-2909.124.2.240
  • Stanton, J. M., Sinar, E. F., Balzer, W. K., Julian, A. L., Thoreson, P., Aziz, S., …, Smith, P. C. (2001). Development of a compact measure of job satisfaction: The abridged Job Descriptive Index. Educational and Psychological Measurement, 61(5), 1104–1122. doi: 10.1177/00131640121971455
  • *Vaughan, B. J., & Renn, R. W. (1999). Customer service citizenship behavior: Bridging the employee-customer relationship. Advances in the Management of Organizational Quality, 4(1), 151–186.
  • *Welbourne, T. A., Johnson, D. E., & Erez, A. (1998). The role-based performance scale: Validity analysis and of a theory-based measure. Academy of Management Journal, 41(5), 540–555. doi: 10.2307/256941
  • Wood, R., & Bandura, A. (1989). Social cognitive theory of organizational management. Academy of Management Review, 14(3), 361–384.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. doi: 10.2307/1251929

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.