Construction of Customer Participation Scale and the Effect of Customer Participation Traits on Job Involvement
| Autor: | Chia-Tzu Chang, 張家慈 |
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| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 The research investigates customer participation trait in the service process, in order to develop a customer participation scale with good validity and reliability. In addition, it was hypothesized that the customer participation behaviors have impact on job involvement. This dissertation consists of the following sections: first, the literature review suggests a potential area of contribution and offers related knowledge; second, the research framework for the study is provided, including results of the empirical analysis. In the conclusions, the marketing and managerial implications are discussed. The research uses group interview and find the potential traits on customer participation behaviors, and executes factor analysis to construct the content of customer participation scale, which embraces professional relationship orientation, personal relationship orientation, generous orientation, knowledge-task orientation, emotional capricious orientation, self-centered orientation and out of focus orientation. In the next step, it employs hierarchical regression to find the effect of customer participation behaviors on job involvement. The research result demonstrates that knowledge-task orientation, emotional capricious orientation, and self-centered orientation have outstanding influence on job involvement. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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