Rudran, Raghunath; Kumar J., Ajith - In: International Journal of Operations & Production Management 37 (2017) 5, pp. 534-556
Purpose The purpose of this paper is to develop measurement scales for customer contact in a technology …-generated context. Design/methodology/approach The authors adapted the scales of Froehle and Roth (2004), by following a systematic … scale adaptation and development process. The adapted scales were tested for psychometric properties and refined by building …