Customer engagement behaviours in a social media context revisited: using both the formative measurement model and text mining techniques

2021 ◽  
pp. 1-31
Author(s):  
Chaang-Iuan Ho ◽  
Ming-Chih Chen ◽  
Ya-Wei Shih
Keyword(s):  
Social Media ◽  
Text Mining ◽  
Measurement Model ◽  
Customer Engagement ◽  
Formative Measurement ◽  
Formative Measurement Model

Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa

2009 ◽  
pp. 125-146
Author(s):  
Stefano Cabras ◽  
Cinzia Dessě ◽  
Michela Floris
Keyword(s):  
Customer Value ◽  
Measurement Model ◽  
Measurement Scale ◽  
Marketing Theory ◽  
Formative Measurement ◽  
Analysis Measurement ◽  
Proposed Model ◽  
Additive Contribution ◽  
Formative Measurement Model ◽  
Value Measurement

Customer value is unanimously considered to be one of the most fundamental concepts in marketing theory. Nonetheless, customer value measurement has been at best sparse or minimal. The authors specify and test a formative measurement model of customer value which describes the additive contribution of four categories of benefits and three categories of sacrifices to customer value formation. The authors present results of measurement scale development process in three consumption contexts, and show that the proposed model, which they call perceived consumption experience value (PCEV), is reliable and valid, and is able to predict customer satisfaction and loyalty better than the Gale method.Keywords: customer value, benefits and sacrifices analysis, measurement Parole chiave: valore per il cliente, analisi benefici/sacrifici, misurazione

scholarly journals Reflective or formative measurement model of sustainability factor? A three industry comparison

2016 ◽  
Vol 13 (2) ◽  
pp. 83-92 ◽  
Author(s):  
Eijaz Ahmed Khan ◽  
Mohammed Naim A. Dewan ◽  
Md. Maruf Hossan Chowdhury
Keyword(s):  
Quantitative Research ◽  
Measurement Model ◽  
Partial Least Square ◽  
Least Square ◽  
Formative Measurement ◽  
Sustainability Concept ◽  
Pls Analysis ◽  
Context Specific ◽  
Formative Measurement Model ◽  
Industry Comparison

The sustainability concept is commonly used in many domains. However, the assessment of reflective and formative measurement has been ignored largely. As a result, sustainability factor scales are specified wrongly and this might lead to reduced scale validity. The aim of the study is find out the nature of sustainability factors either reflective or formative by investigating three distinct industrial settings in Bangladesh. A quantitative research design is used and the data is analysed through Partial Least Square (PLS) analysis. PLS analysis validates the indicators and factors. Sustainability factors in context of microbusiness and supply chain found reflective in nature whereas in e-business it was formative. The study suggests that sustainability factor is a context specific phenomena and it can be treated either reflective or formative.

scholarly journals Engagement in Games: Developing an Instrument to Measure Consumer Videogame Engagement and Its Validation

2017 ◽  
Vol 2017 ◽  
pp. 1-10 ◽  
Author(s):  
Amir Zaib Abbasi ◽  
Ding Hooi Ting ◽  
Helmut Hlavacs
Keyword(s):  
Measurement Model ◽  
Second Order ◽  
Factor Solution ◽  
Formative Measurement ◽  
Multidimensional Construct ◽  
First Order ◽  
New Instrument ◽  
Valid Instrument ◽  
Formative Measurement Model ◽  
Reflective Measurement

The aim of the study is to develop a new instrument to measure engagement in videogame play termed as consumer videogame engagement. The study followed the scale development procedure to develop an instrument to measure the construct of consumer videogame engagement. In this study, we collected the data in two different phases comprising study 1 (n=136) and study 2 (n=270). We employed SPSS 22.0 for exploratory factor analysis using study 1 respondents to explore the factors for consumer videogame engagement and reliability analysis. Results of EFA resulted with six-factor solution. We further used SmartPLS 3.0 software on study 2 respondents to further confirm the six-factor solution as reflective measurement model on the first-order level, and three second-order formative constructs on the second-order or higher-order level as formative measurement model. Results of the reflective measurement model and formative measurement model evidenced that consumer videogame engagement has strong psychometric properties and is a valid instrument to measure engagement in videogame play. Results also confirmed that consumer videogame engagement is a multidimensional construct as well as a reflective-formative construct. The study is unique in its investigation as it develops an instrument to measure engagement in videogame play which comprises the cognitive, affective, and behavioral dimensions.

scholarly journals Crossing the seven Cs of internal consistency: Assessing the reliability of formative instruments

2021 ◽  
Author(s):  
Stefan L.K. Gruijters ◽  
Bram P.I. Fleuren ◽  
Gjalt - Jorn Ygram Peters
Keyword(s):  
Internal Consistency ◽  
Measurement Model ◽  
Composite Score ◽  
Measurement Instruments ◽  
Psychological Construct ◽  
Formative Measurement ◽  
Multiple Indicators ◽  
Item Scores ◽  
Formative Measurement Model ◽  
Reflective Measurement

Evaluating the reliability of measurement instruments is common practice in organizational psychology. When measurement proceeds using composites of multiple indicators, reliability is often examined with internal consistency estimates. This is common practice for both measurement instruments with a reflective measurement model, where a latent psychological construct is assumed to cause the item scores, and with a formative measurement model, where the composite score defines the construct. In the latter case, however, internal consistency indices such as Coefficient Alpha or Omega are not informative about reliability. In this paper, we review the assumption of reflective measurement and discuss why internal consistency estimates assume this model. We then provide an illustration of a checklist (originally proposed by Jarvis et al., 2003) intended to aid researchers, reviewers and editors in recognizing reflective measurement. Finally, the paper describes how researchers can estimate the reliability of instruments that use formative items. With these contributions, the paper aims to promote awareness of measurement assumptions when estimating reliability, and to provide tailored alternatives for assessing the reliability of formative instruments.

scholarly journals Reflective –Formative Measurement Model of Social Factors and Willlingness To Share Knowledge

2019 ◽  
Vol 11 (2-2) ◽  
Author(s):  
Norfadzilah Abdul Razak ◽  
Faizuniah Pangil ◽  
Md Lazim Mohd Zin
Keyword(s):  
Construct Validity ◽  
Social Factors ◽  
Discriminant Validity ◽  
Influence Factor ◽  
Knowledge Worker ◽  
Measurement Model ◽  
Formative Measurement ◽  
The Difference ◽  
Ict Industry ◽  
Formative Measurement Model

This paper aims to investigate the convergent and construct validity between reflective and formative measurement model. The difference assessment presents a different result of the validity. This paper analysed the reflective construct followed by formative measurement of second-order constructs (i.e., social factors and willingness to share knowledge) using SmartPLS. The data were collected from 150 of the knowledge worker in the ICT industry which registered in a MSC Company. The finding confirmed the indicator and construct examined in the model were valid and reliable. Furthermore, details of discriminant validity, collinearity, tolerance, and variance influence factor were also further discussed. The implication of this finding are brought to fore.

Development and validation of employee wellbeing scale – a formative measurement model

2019 ◽  
Vol 12 (5) ◽  
pp. 352-368
Author(s):  
Puja Khatri ◽  
Pragya Gupta
Keyword(s):  
Convergent Validity ◽  
Measurement Model ◽  
Model Specification ◽  
Primary Data ◽  
Cross Sectional ◽  
Content Type ◽  
Four Dimensions ◽  
Formative Measurement ◽  
Employee Wellbeing ◽  
Formative Measurement Model

Purpose The purpose of this paper is to conceptualize a suitable measure for the employee wellbeing construct and validate this tool in Indian workplace settings, especially with reference to IT/ITes and BFSI sectors. Design/methodology/approach This study is descriptive and cross-sectional in nature. The literature was first reviewed to identify the underlying probable dimensions of employee wellbeing and its corresponding items. These items were then subjected to elaborate discussions with experts from industry as well as academia. The index, thus, developed was administered to collect primary data from employees working in IT/ITeS and BFSI sectors based in Delhi-NCR. PLS SEM 3 was applied as employee wellbeing was construed as a first-order reflective second-order formative construct. Thereafter, it was subjected to suitable assessments of reliability and convergent validity. Findings The findings reveal that employee wellbeing can be conceptualized as a construct having four dimensions namely, purpose in life (PIL), work–life balance (WLB), job wellness (JW) and physical wellness (PW). It was also revealed that all the dimensions identified in the study capture different facets of the employee wellbeing and collectively define the construct; omission of any items may lead to change in the nature of the construct. This investigation is unique as it frames the index of employee wellbeing with specifications of a formative measurement model. To the best of the authors’ knowledge, no published study so far has measured EWB as a formative construct. Originality/value Many earlier studies have incorporated a unidimensional approach to individual wellbeing and lacked a crucial outlook of having multi-dimensional understanding of the employee wellbeing construct in the social and work context. Furthermore, this paper contributes not only to the existing body of knowledge in employee wellbeing, but also brings forth an important aspect of measurement model specification, i.e. formative measurement model by bringing the specific reasons for taking employee wellbeing as a formative concept.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

scholarly journals Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective

2020 ◽  
Vol 31 (3) ◽  
pp. 313-343
Author(s):  
Aurora Garrido-Moreno ◽  
Víctor García-Morales ◽  
Stephen King ◽  
Nigel Lockett
Keyword(s):  
Social Media ◽  
Value Creation ◽  
Dynamic Capabilities ◽  
Media Use ◽  
Business Value ◽  
Customer Engagement ◽  
Social Media Use ◽  
Content Type ◽  
Social Media Tools ◽  
Dynamic Capabilities Perspective

PurposeAlthough Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's increasingly digital landscapes. Adopting a dynamic capabilities perspective, this paper empirically examines the specific process through which Social Media use translates into better performance and the capabilities involved in this process.Design/methodology/approachA research model is proposed that includes both antecedents and consequences of Social Media use. Existing research was examined to derive the research hypotheses, which were tested using SEM methodology on a sample of 212 hotels.FindingsThe results show that Social Media use does not exert significant direct impact on organizational performance. Rather, the findings confirm the mediating role played by Social CRM and Customer Engagement capabilities in the value creation process.Practical implicationsThe results demonstrate how Social Media tools should be implemented and managed to generate business value in hotels. Implications yield interesting insights for hotel managersOriginality/valueThis study is a first attempt to analyze empirically the real impact of digital media technologies, particularly Social Media use, drawing on the dynamic capabilities perspective and focusing on service firms (hotels). Including the variable “Organizational Readiness” as a basic prerequisite to benefit from Social Media use enhances the study's novelty and contribution.

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