The CCP Scale: Measuring Customer Co-Production of Services

Authors

Mohammad Ali Zolfagharian
Xiaojing Sheng, The University of Texas Rio Grande ValleyFollow

Document Type

Article

Publication Date

7-6-2012

Abstract

This research is the first study that explores the dimensionality of co-production using rich, text data and then corroborates the observations using established quantitative approaches. It develops a reliable and valid measurement scale for customer co-production (CCP) of services. Contextualized in three service settings (i.e., self-checkout, toy assembly, and meal assembly), a set of qualitative investigations helped arrive at a five-dimension 19-item scale, which was subjected to reliability, validity, and factor analyses in both exploratory and confirmatory fashions. The reliability and validity of the five CCP dimensions were corroborated using two further studies, one exploratory and the other confirmatory. Service managers can adapt the CCP scale to their specific operating context to obtain crucial readings of customer co-production.

Comments

Copyright Taylor and Francis Group, LLC

https://www.tandfonline.com/share/QPFFSQYBCR48USNCKYIW?target=10.1080/15332969.2012.689938

Recommended Citation

Zolfagharian, M. A. and Sheng, X. (2012) ‘The CCP Scale: Measuring Customer Co-Production of Services’, Services Marketing Quarterly, 33(3), pp. 211–229. https://doi.org/10.1080/15332969.2012.689938

Publication Title

Services Marketing Quarterly

DOI

10.1080/15332969.2012.689938