Conceptualization and model development of customer‐to‐customer encounter quality (CCEQ) in service settings

Kim Hyun Sik; Lee Jun Youb; La Suna; Choi Beomjoon

摘要

Abstract >Despite interests from many researchers, the conceptualization and measurement of customer‐to‐customer encounter quality (CCEQ) have mostly remained untapped. The present study aims to develop a conceptual framework to manage the impact of other customers on the focal customers’ service experience based on the perceived service quality framework. In Study 1, the authors employed critical incident technique to establish a multilayered factor structure of CCEQ consisted of three primary categories: customer‐to‐customer hedonic quality, customer‐to‐customer utilitarian quality, and customer‐to‐customer normative quality. In Study 2, the authors examined reliability and validity of the CCEQ model by using comprehensive confirmatory factor analyses and structural equation modeling. The results support the conceptualization of CCEQ proposed in Study 1. As an initial work as to the conceptualization and measurement of CCEQ model, this study provides theoretical and managerial insights into other customers’ influence on focal customers’ overall evaluation of service experiences. </abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> <div class="translation abstracttxt"> <span class="zhankaihshouqi fivelineshidden" id="abstract"> <span>机译：</span><abstract xmlns =“http://www.wiley.com/namespaces/wiley”type =“main”xml：lang =“en”> <title type =“main”> asplact </ title> >尽管有兴趣来自许多研究人员，客户对客户遇到质量（CCEQ）的概念化和测量主要仍未开发。本研究旨在制定一个概念框架，以根据感知服务质量框架管理其他客户对焦点客户服务体验的影响。在研究1中，作者采用了批判性事件技术，建立了CCEQ的多层因子结构，包括三个主要类别：客户 - 客户储层质量，客户至客户的功利质量，客户至客户的规范质量。在研究2中，作者通过使用综合验证因子分析和结构方程模型来检查CCEQ模型的可靠性和有效性。结果支持研究中提出的CCEQ的概念化1.作为CCEQ模型的概念化和测量的初步工作，为其他客户对焦点客户的整体评估提供了理论和管理的见解，对其他客户对服务经验的整体评估提供了影响。</ p> </ abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> </div> <div class="record"> <h2 class="all_title" id="enpatent33" >著录项</h2> <ul> <li> <span class="lefttit">来源</span> <div style="width: 86%;vertical-align: text-top;display: inline-block;"> <a href='/journal-foreign-30111/'>《Psychology & marketing》</a> <b style="margin: 0 2px;">|</b><span>2018年第6期</span><b style="margin: 0 2px;">|</b><span>共14页</span> </div> </li> <li> <div class="author"> <span class="lefttit">作者</span> <p id="fAuthorthree" class="threelineshidden zhankaihshouqi"> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Kim Hyun Sik&option=202" target="_blank" rel="nofollow">Kim Hyun Sik;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Lee Jun Youb&option=202" target="_blank" rel="nofollow">Lee Jun Youb;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=La Suna&option=202" target="_blank" rel="nofollow">La Suna;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Choi Beomjoon&option=202" target="_blank" rel="nofollow">Choi Beomjoon;</a> </p> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zkzz" style="display: none;">展开▼</span> </div> </li> <li> <div style="display: flex;"> <span class="lefttit">作者单位</span> <div style="position: relative;margin-left: 3px;max-width: 639px;"> <div class="threelineshidden zhankaihshouqi" id="fOrgthree"> <p>School of BusinessHallym UniversityChooncheon‐Si Republic of Korea;</p> <p>Department of MarketingKyung Hee Cyber UniversitySeoul Republic of Korea;</p> <p>Department of ManagementKorea National Open UniversitySeoul Republic of Korea;</p> <p>Department of Business AdministrationCalifornia State UniversitySacramento CA USA;</p> </div> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zhdw" style="display: none;">展开▼</span> </div> </div> </li> <li > <span class="lefttit">收录信息</span> <span style="width: 86%;vertical-align: text-top;display: inline-block;"></span> </li> <li> <span class="lefttit">原文格式</span> <span>PDF</span> </li> <li> <span class="lefttit">正文语种</span> <span>eng</span> </li> <li> <span class="lefttit">中图分类</span> <span><a href="https://www.zhangqiaokeyan.com/clc/386.html" title="应用心理学">应用心理学;</a></span> </li> <li class="antistop"> <span class="lefttit">关键词</span> <p style="width: 86%;vertical-align: text-top;"> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=critical incident technique&option=203" rel="nofollow">critical incident technique;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer‐to‐customer encounter quality&option=203" rel="nofollow">customer‐to‐customer encounter quality;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer‐to‐customer hedonic quality&option=203" rel="nofollow">customer‐to‐customer hedonic quality;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer‐to‐customer normative quality&option=203" rel="nofollow">customer‐to‐customer normative quality;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=customer‐to‐customer utilitarian quality&option=203" rel="nofollow">customer‐to‐customer utilitarian quality;</a> </p> <div class="translation"> 机译：批判性事件技术;客户 - 客户遇到质量;客户 - 客户蜂窝质量;客户 - 客户规范质量;客户 - 客户的功利素质; 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