Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Han, Xiao-Yun and Li, Yao-Qi (2016) Customer Empowerment to Co-Create Service Designs and Delivery: Scale Development and Validation. Services Marketing Quarterly, 37 (1). pp. 36-51. ISSN 1533-2969


Abstract

This study developed a scale to measure customer psychological empowerment. Focus group and in-depth interviews were used to generate items. Three separate studies were undertaken with different sampling methods in different service industries to refine the scale. Exploratory and confirmatory factor analyses were performed to identify and confirm the factor structure. Convergent, discriminant, nomological, and criterion validities were reported prior to testing internal and external validities. The customer psychological empowerment scale was determined to be a second-order factor model consisting of three subdimensions: service choice, information attainment, and impact. The scale generates high reliability and validities.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 10 Aug 2022 03:46
Last Modified: 11 Aug 2022 00:34
Uncontrolled Keywords: Customer empowerment; customer psychological empowerment; scale development; service marketing
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1080/15332969.2015.1112182
URI: http://eprints.usq.edu.au/id/eprint/49886

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