Confirmatory analysis of the factorial structure and validity of the service provider sociality scale

Communication Research Reports

Volumn 20, Issue 2, 2003, Pages 124-133

  Koermer, Chas D ^a   Toale, Mary C ^a   Zabava Ford, Wendy S ^b   Dohanos, Andy D ^c  

^a BALDWIN WALLACE COLLEGE   (United States)

^b WESTERN MICHIGAN UNIVERSITY   (United States)

^c WEST VIRGINIA UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 55449120532     PISSN: 08824096     EISSN: 17464099     Source Type: Journal    
DOI: 10.1080/08824090309388808     Document Type: Article

References (27)

1. Adelman, M.B., Taking superficial relationships seriously: Weak‐tie social support in customer service. Paper presented at the annual conference of the National Communication Association. Chicago, IL. November.
2. Anderson, J.C., and Gerbing, D.W., 1988. Structural equation modeling in practice: A review and recommended two‐step approach. Psychological Bulletin, 103: 411–423.
3. Bentler, P., 1990. Comparative fit indexes in structural models. Psychological Bulletin, 107: 238–246.
4. Bentler, P., and Bonett, D., 1980. Significance tests and goodness‐of‐fit in the analysis of covariance structures. Psychological Bulletin, 88: 588–606.
5. Cegala, D., 1981. Interaction involvement: A cognitive dimension of communication competence. Communication Education, 30: 109–121.
6. Ford, W. S. Z., 2001a. Customer expectations for interactions with service providers: Relationship versus encounter orientation and personalized service communication. Journal of Applied Communication Research, 29: 1–29.
7. Ford, W. S. Z., Personalized service communication: Perceived performance and disconfirmation of expectations as predictors of customer satisfaction and loyalty to professional service providers. Paper presented at the annual conference of the International Communication Association. Washington, DC. May.
8. Fornell, C., and Larcker, D. F., 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18: 39–50.
9. Gremier, D., and Gwinner, K., 2000. Customer‐employee rapport in service relationships. Journal of Service Research, 3: 82–104.
10. Gutek, B.A., 1995. 77K dynamics of service: Reflections on the changing nature of customer/provider interactions., San Francisco, CA: Jossey‐Bass.
11. Hatcher, L., 1994. A step‐by step approach to using the SAS system for factor analysis and structural equation modeling., Cary, NC: SAS Institute Inc.
12. Hester, L., Koger, P., and McCauley, C., 1985. Individual differences in customer sociability. European Journal of Social Psychology, 15: 453–456.
13. Joreskog, K.G., and Sorbom, D., 1989. LISREL 7: A guide to the program and applications, (2nd ed.), Chicago: SPSS Inc.
14. Koermer, C., Ford, W. S. Z., and Brant, C., 2000. Toward the development of a service provider sociality scale and its relationship to customer satisfaction and loyalty. Communication Research Reports, 17: 250–259.
15. Koermer, C., Goldstein, M., and Petelle, J., The role of sociality in customer service encounters: A participant observation examination of a family‐operated service station. Paper presented at the annual meeting of the Eastern Communication Association. New York, NY. April.
16. Koermer, C., Goldstein, M., and Petelle, J., A resource exchange theoretical approach to customer service encounters. Paper presented at the annual meeting of the Eastern Communication Association. New York, NY. April.
17. McCormick, A., and Kinloch, G. C., 1986. Interracial contact in the customer‐clerk situation. Journal of Social Psychology, 126: 551–553.
18. Mehrabian, A., 1967. Orientation behaviors and nonverbal attitude communication. Journal of Communication, 17: 324–332.
19. Nunnally, J. C., 1978. Psychometric theory., New York: McGraw‐Hill.
20. Pacanowsky, M.E., and O'Donnell‐Trujillo, N., 1983. Organizational communication as cultural performance. Communication Monographs, 50: 126–147.
21. Parasuraman, A., Zeithaml, V., and Berry, L., 1988. SERVQUAL: A multiple‐item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64: 12–40.
22. Rafaeli, A., 1989. When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology, 74: 385–393.
23. Rafaeli, A., and Sutton, R. I., 1990. Busy stores and demanding customers: How do they affect the display of positive emotion?. Academy of Management Journal, 32: 245–273.
24. Surprenant, C. F., and Solomon, M. R., 1987. Predictability and personalization in the service encounter. Journal of Marketing, 51: 86–96.
25. Sutton, R. I., and Rafaeli, A., 1988. Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31: 461–487.
26. Westbrook, R., 1980. A rating scale for measuring product/service satisfaction. Journal of Marketing, 44: 68–72.
27. Williams, K. C., and Spiro, R. L., 1985. Communication style in the salesperson‐customer dyad. Journal of Marketing Research, 22: 434–442.