Development and validation of a measurement scale for the experience capability construct

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frédéric Ponsignon ◽  
Jeffery S. Smith ◽  
Andi Smart
Keyword(s):  
Performance Management ◽  
Relevant Literature ◽  
Customer Experience ◽  
Effective Theory ◽  
Measurement Scale ◽  
Measurement Scales ◽  
Content Type ◽  
Degree Of Certainty ◽  
Six Dimensions ◽  
Development And Validation

PurposeThis study aims to develop and empirically validate the concept of experience capability, which represents an organisation's ability to be adept at managing the customer experience. Organisations that build an experience capability develop an expertise in deploying a set of resources and routines to understand, evaluate and improve how they interact with customers across all the points of contact.Design/methodology/approachA rigorous process was employed to identify, operationally define, evaluate and validate six dimensions reflecting experience capability. The dimensions were developed and validated using relevant literature, expert interviews, item-sorting techniques, a pilot survey and two surveys, providing a degree of certainty that the intellectual insights are generalisable.FindingsThe experience capability concept is identified as comprising six dimensions that are informed by 27 measurement items. The six dimensions are employee training, employee empowerment, employee evaluation, experience performance management, cross-functional work and channel integration. The findings provide evidence suggesting that the multi-item measurement scale exhibits appropriate psychometric properties.Practical implicationsThe empirically validated 27-item measurement scale provides practitioners with an approach to evaluate and improve their organisation's experience capability. It permits both longitudinal comparisons of individual organisations and competitive benchmarking both within and across industry sectors. The approach alerts managers to the critical operational areas that should be measured and provides a structured method to pursue competitive advantage through customer experience capability.Originality/valueDeveloping valid and reliable measurement scales is an essential first step in effective theory-building. The paper proposes a theoretical foundation for the experience capability construct and validates a corresponding measurement scale. The scale was developed carefully to achieve the specificity required to undertake meaningful practitioner-centric assessment while maintaining relevance across sectorial contexts. The results complement existing customer-centric experience research by providing distinct intellectual insights from a practitioner perspective. The developed scale permits future intellectual investigation through capability comparisons both within and between companies in different industries/sectors.

scholarly journals Development and validation of attitudes measurement scales: fundamental and practical aspects

2019 ◽  
Vol 54 (4) ◽  
pp. 490-507 ◽  
Author(s):  
Joseph F. Hair ◽  
Marcelo L.D.S. Gabriel ◽  
Dirceu da Silva ◽  
Sergio Braga Junior
Keyword(s):  
Measurement Scale ◽  
Measurement Scales ◽  
Statistical Validation ◽  
Content Type ◽  
Data Collection And Analysis ◽  
Learning With Errors ◽  
Initial Reading ◽  
Development And Validation ◽  
Face Validation ◽  
Practical Implications

Purpose This paper aims to present the fundamental aspects for the development and validation (D&V) of attitudes’ measurement scale, as well as its practical aspects that are not deeply explored in books and manuals. These aspects are the results of a long experience of the authors and arduous learning with errors and mistakes. Design/methodology/approach The nature of this paper is methodological and can be very useful for an initial reading on the theme that it rests. This paper presents four D&V stages: literature review or interviews with experts; theoretical or face validation; semantic validation or validation with possible respondents; and statistical validation. Findings This is a methodological paper, and its main finding is the usefulness for researchers. Research limitations/implications The main implication of this paper is to support researchers on the process of D&V of measurement scales. Practical implications Became a step-by-step guide to researchers on the D&V of measurement scales. Social implications Support researchers on their data collection and analysis. Originality/value This is a practical guide, with tips from seasoned scholars to help researchers on the D&V of measurement scales.

Creative and innovative leadership: measurement development and validation

2017 ◽  
Vol 40 (10) ◽  
pp. 1117-1138 ◽  
Author(s):  
Ashkan Khalili
Keyword(s):  
Leadership Behavior ◽  
Relevant Literature ◽  
Population Sample ◽  
Measurement Scale ◽  
Content Type ◽  
Individual Level ◽  
Innovative Leadership ◽  
The Individual ◽  
Development And Validation ◽  
Creativity And Innovation

Purpose The purpose of this study is to develop and validate a theory-based measure presenting the creative and innovative leadership behavior construct. Design/methodology/approach The theoretical dimensions of five leadership theories (transformational leadership, change-oriented leadership, innovation champion, leader – member exchange and authentic leadership) were synthesized. Using a quantitative approach, the population sample was composed of 514 respondents who held management and non-management positions. The validity and reliability of the instrument were evaluated. Findings The results indicated that the newly developed 24-item measure achieved an acceptable level of reliability and validity in measuring the creative and innovative leadership behavior construct. Eventually, the findings revealed positive and significant influence of creative and innovative leadership behavior on creativity and innovative behavior at the individual level in the workplace. Practical implications Organizations should invest in the creative and innovative leadership behavior construct in their training and in the selection of leaders with the newly developed 24-item measurement scale if their purpose is to nurture and enhance creativity and innovation. Originality/value This study makes important theoretical contributions in different ways. The newly developed instrument contributes to the relevant literature through the development and validation of a theory-based measure. Also, this study expands knowledge about resources in the workplace that nurture and enhance creativity and innovation at the individual level.

In search of virtuous learning circles: absorptive capacity and its antecedents in the education sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Regina Lenart-Gansiniec ◽  
Wojciech Czakon ◽  
Massimiliano Matteo Pellegrini
Keyword(s):  
Organizational Learning ◽  
Prior Knowledge ◽  
Absorptive Capacity ◽  
Structural Equation ◽  
Knowledge Flows ◽  
Measurement Scale ◽  
Structured Interviews ◽  
Measurement Scales ◽  
Content Type ◽  
The Impact

Purpose This study aims to identify context-specific antecedents to schools’ absorptive capacity (AC) and to show how those can enact “a virtuous learning circle.” Design/methodology/approach The study uses a mixed method: an exploration based on semi-structured interviews with educational experts; the development of a measurement scale and a partial least squares structural equation modelling to test the impact of the antecedents. Findings The results yielded four empirically-grounded antecedents and their measurement scales, namely, prior knowledge, employees’ skills, educational projects and interactions with the environment (Studies one and two). All antecedents are significantly and positively related to AC processes (study three). Using the organizational learning theory perspective, the results have been interpreted as an AC “virtuous learning circle.” Practical implications With increasing pressures to adapt, a case of which was the COVID-19 pandemic, schools can greatly benefit from absorbing knowledge flows. This suggests the construction a favourable environment for AC. To this end, the individual (employees’ prior knowledge and skills), organizational (educational projects) and institutional level of managerial action (interactions with the environment) can be effective when create a recursive organizational learning circle. In addition, this study offers an expert-validated measurement scale for self-assessment of a school’s specific contingencies, and thus, for planning of punctual interventions to develop AC. Originality/value This study advances the existing body of knowledge management in the educational context by rigorously identifying and validating a scale for measuring the antecedents of AC and developing an interpretive approach to the AC “virtuous circle.”

AI feel you: customer experience assessment via chatbot interviews

2020 ◽  
Vol 31 (4) ◽  
pp. 745-766
Author(s):  
Karim Sidaoui ◽  
Matti Jaakkola ◽  
Jamie Burton
Keyword(s):  
Cost Effective ◽  
Customer Experience ◽  
Business Success ◽  
Free Text ◽  
Measurement Scales ◽  
Critical Determinant ◽  
Content Type ◽  
Service Companies ◽  
Novel Approach

PurposeWhile customer experience (CE) is recognized as a critical determinant of business success, both academics and managers are yet to find a means to gain a comprehensive understanding of CE cost-effectively. The authors argue that the application of relevant AI technology could help address this challenge. Employing interactively prompted narrative storytelling, and the authors investigate the effectiveness of sentiment analysis (SA) on extracting valuable CE insights from primary qualitative data generated via chatbot interviews.Design/methodology/approachDrawing on a granular and semantically clear framework for studying CE feelings, an artificial intelligence (AI) augmented chatbot was designed. The chatbot interviewed a crowdsourced sample of consumers about their recalled service experience feelings. By combining free-text and closed-ended questions, the authors were able to compare extracted sentiment polarities against established measurement scales and empirically validate our novel approach.FindingsThe authors demonstrate that SA can effectively extract CE feelings from primary chatbot data. This findings also suggest that further enhancement in accuracy can be achieved via improvements in the interplay between the chatbot interviewer and SA extraction algorithms.Research limitations/implicationsThe proposed customer-centric approach can help service companies to study and better understand CE feelings in a cost-effective and scalable manner. The AI-augmented chatbots can also help companies to foster immersive and engaging relationships with customers. This study focuses on feelings, warranting further research on AI's value in studying other CE elements.Originality/valueThe unique inquisitive role of AI-infused chatbots in conducting interviews and analyzing data in realtime, offers considerable potential for studying CE and other subjective constructs.

Measuring customer experience in banks: scale development and validation

2014 ◽  
Vol 9 (1) ◽  
pp. 87-117 ◽  
Author(s):  
Ruchi Garg ◽  
Zillur Rahman ◽  
M.N. Qureshi
Keyword(s):  
Scale Development ◽  
Scale Validation ◽  
Customer Experience ◽  
Content Type ◽  
Effective Strategies ◽  
Bank Managers ◽  
Service Sectors ◽  
Indian Banks ◽  
Development And Validation ◽  
The Relationship

Purpose – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

Stadium atmosphere: scale development and validation in Indian context

2015 ◽  
Vol 7 (1) ◽  
pp. 45-66 ◽  
Author(s):  
M.S. Balaji ◽  
Rajdeep Chakraborti
Keyword(s):  
Reliability And Validity ◽  
Measurement Scale ◽  
Limited Attention ◽  
Content Type ◽  
Quantitative Studies ◽  
Indian Context ◽  
Management Area ◽  
Validity Tests ◽  
Spectator Attendance ◽  
Development And Validation

Purpose – This paper aims to develop a scale for stadium atmosphere in the Indian context. This is considered as a key area for sports managers, as stadium attendance contributes toward the teams revenues. Moreover, while the importance of environment is well-established in the marketing literature, stadium atmosphere has received limited attention. Design/methodology/approach – Through qualitative and quantitative studies in five different phases, a 14-item four-dimension stadium atmosphere scale was developed that included physical layout, facility aesthetics, entertainment experience and social interaction. Findings – The stadium atmosphere scale developed in this study demonstrates sound psychometric properties based on various reliability and validity tests as well as scale replications using different samples. Practical implications – The stadium atmosphere scale developed will be of particular use for sports marketers and management. It could be inferred that the stadium managers could expect high spectator attendance and satisfaction by focusing on stadium atmosphere factors such as the accessibility of seats and allocation of seat spaces, stadium architecture, the game characteristics and the attitudes and behaviors of stadium employees during live games. Originality/value – The present study addresses a key gap identified in the sports marketing and management area. The study adds to the conceptual understanding of the stadium atmosphere construct and empirically demonstrates the measurement scale for the construct.

Development and validation of counterproductive work behaviour instrument

2019 ◽  
Vol 28 (3) ◽  
pp. 745-763
Author(s):  
Khahan Na-Nan ◽  
Peerapong Pukkeeree ◽  
Ekkasit Sanamthong ◽  
Natthaya Wongsuwan ◽  
Auemporn Dhienhirun
Keyword(s):  
Factor Analysis ◽  
Convergent Validity ◽  
Three Dimensions ◽  
Measurement Scale ◽  
Future Research ◽  
Content Type ◽  
Study Results ◽  
Confirmatory Factor ◽  
Counterproductive Work Behaviour ◽  
Development And Validation

Purpose Counterproductive work behaviour (CWB) is a type of behaviour of an individual that works against an organisation or employer, and he/she is usually discretionary (i.e. individuals make conscious choices as to whether they want to commit aberrant work behaviour). To deal with CWB in different contexts, organisations need to both understand and continually measure their employees in terms of behaviour and work. This study aims to develop an instrument to measure CWB for small and medium-sized enterprises in Thailand. Design/methodology/approach The study was conducted in three stages to develop a measurement scale for CWB. First, 27 questions were developed as a questionnaire based on concepts and theories of CWB and then verified using exploratory factor analysis with three CWB dimensions, namely “poor behaviour”, “misuse of organisational resources” and “inappropriate communication”. The questionnaire surveyed a total of 386 individuals working in SMEs. Finally, confirmatory factor analysis (CFA) and convergent validity were examined following the three CWB dimensions. Findings Three dimensions were developed to measure CWB, including aspects of poor behaviour, misuse of organisational resources and inappropriate communication. Practical implications The CWB questionnaire has practical use for assessing employee behaviour and can assist organisations and practitioners to better understand the CWB of employees. This know-how will help practitioners to assess employee behaviour and can be used to manage or develop this into good behaviour as valued members of the organisation. Originality/value The validity of the CWB questionnaire questions will facilitate the future research on the boundaries with CWB assessments spanning different SMEs contexts. Empirical study results validated that CWB measurement offered new perspectives to explore vital employee behavioural deviation that are necessary for the inspection employee behavioural deviation. This instrumental support will also help researchers to effectively understand CWB and explore its potential in future studies.

Talent quotient: development and validation of a measurement scale

2020 ◽  
Vol 39 (3) ◽  
pp. 306-323
Author(s):  
J.A. Yogalakshmi ◽  
M.V. Supriya
Keyword(s):  
Convergent Validity ◽  
Management Practice ◽  
Reliability And Validity ◽  
Precise Definition ◽  
Measurement Scale ◽  
Primary Data ◽  
Content Type ◽  
Definition Of ◽  
The Individual ◽  
Development And Validation

PurposeThe aim of the current study was to develop and validate a measure for identifying talent in the workplace. This is a gap long identified by researchers in this field.Design/methodology/approachHinkins methodology was adopted for the establishment of a psychometrically sound measure. A 16-item scale for assessing the construct was developed. The reliability and validity were established by analyzing content adequacy, convergent validity, divergent validity and external validity. Primary data were collected from employees signaled as talent by their organization.FindingsThe study yielded a six-factor structure scale for the construct. These factors accounted for 66.8 percent of observed variance. All six dimensions, namely, calling orientation, critical insight, continuous learning, collaboration, cohesiveness and challenge drive established acceptable reliability and validity.Social implicationsThe research provides a precise definition of the talent construct. Identification and retention of individuals with a high talent quotient is a critical challenge to organizations. Identifying talent is made possible through this measurement scale.Originality/valueThis research made an attempt to develop a reliable and valid measurement scale for the talent construct. The scale provides a precise definition of the talent construct. This simple sound scale could be useful at both the individual and organizational levels. It helps individuals to identify and focus on critical areas for achieving talent status. Organizations benefit through better human resource management practice. Identification and retention of talent are essential to career management. Overall, it also satisfies the urgent need in talent management research for a clear definition of the talent construct.

scholarly journals A maturity model for the servitization of product-centric companies

2020 ◽  
Vol 31 (4) ◽  
pp. 775-797
Author(s):  
Federico Adrodegari ◽  
Nicola Saccani
Keyword(s):  
Performance Management ◽  
Design Methodology ◽  
Process Management ◽  
Measurement Scale ◽  
Maturity Model ◽  
Dimensional Approach ◽  
Management Tools ◽  
Model Application ◽  
Content Type ◽  
Forklift Truck

PurposeThe purpose of this paper is to contribute to the understanding of the servitization phenomenon of product-centric companies, by identifying the resources, capabilities and organizational aspects needed to successfully deploy a servitized business model (BM).Design/methodology/approachBy adopting a literature-based approach, this paper develops a servitization maturity model (SeMM) aimed at assessing and positioning companies in the servitization journey. The paper also illustrates the model application to two small and medium-sized enterprises (SMEs), a machinery and a forklift truck company.FindingsThe SeMM identifies a set of 85 critical requirements that are used to evaluate the servitization level of product-centric companies, through a specific five-stage measurement scale. The requirements are categorized into: five maturity dimensions (organizational approach, process management, performance management, tools, capabilities) and nine BM Canvas components. The empirical application exemplifies how the SeMM can support managers in identifying and bridging the gaps in their servitization journey.Originality/valueThe SeMM adopts an original bi-dimensional approach and provides an operationalization of the servitization process through the identification of specific critical requirements framed on established BM and maturity dimensions taken from the literature. Moreover, the model responds to a call for research to develop practitioner-oriented tools and guidelines to support the servitization process, in particular for SMEs, and to the need to go beyond to measures of servitization based on indicators about number of services offered or their turnover.

Customers’ tolerance for validation in omnichannel retail stores

2018 ◽  
Vol 29 (2) ◽  
pp. 704-722 ◽  
Author(s):  
Hartmut Hoehle ◽  
John A. Aloysius ◽  
Frank Chan ◽  
Viswanath Venkatesh
Keyword(s):  
Mobile Technology ◽  
Big Data Analytics ◽  
Mobile Technologies ◽  
Measurement Scale ◽  
Retail Stores ◽  
Measurement Scales ◽  
Content Type ◽  
Implementation Challenges ◽  
Mobile Shopping ◽  
Retail Service

Purpose Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges. Design/methodology/approach First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers. Findings The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios. Originality/value These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.

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