Development and validation of the Customer-Centered Behavior measure

John W. Michel, Michael J. Tews, Michael J. Kavanagh

Research output: Contribution to journalArticlepeer-review

4 Scopus citations


The purpose of this study was to develop and validate a new measure of customer service job performance - the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in a multidimensional framework. Three studies were conducted to develop and validate the new measure. Study 1 addresses the item generation process and examines the initial factor structure. Results demonstrate that service behaviors are best represented as a second-order construct composed of three first-order factors - assurance, responsiveness, and recommendation behaviors. Study 2 confirms the factor structure and provides evidence for the measure's predictive validity. Finally, Study 3 provides evidence for incremental validity above other service performance measures.

Original languageEnglish (US)
Pages (from-to)1075-1091
Number of pages17
JournalService Industries Journal
Issue number13
StatePublished - Oct 2014

All Science Journal Classification (ASJC) codes

  • Strategy and Management
  • Management of Technology and Innovation


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