Motivations leading to customer citizenship behavior in services: scale development and validation

Laee Choi, Sherry L Lotz

Research output: Contribution to journalArticlepeer-review

16 Scopus citations

Abstract

Purpose: The purpose of this study is to better understand customer citizenship behavior (CCB) motivation through the development and validation of a new scale to measure the CCB motivation (CCBM) construct. Design/methodology/approach: The mixed-methods study, combination of qualitative and quantitative research, is used to develop the scale item that measures CCBM. For nomological validity testing, data were collected from customers who had transacted with a specific service provider business in the past six months. Data were analyzed using structural equation modeling. Findings: This study suggests that CCBM can be reliably measured by 12 items, composed of four sub-dimensions, self-enhancement, personal principles, desire to support the service provider and perception of the service provider’s past performance. In addition, nomological validity testing through three empirical models confirms that CCBM is a multi-dimensional construct with a second-order nature and an antecedent that positively influences CCB. Originality/value: The research provides an original view regarding CCBM scale development in the services contexts and makes invaluable contributions to understanding a variety of motivations that lead customers to voluntary participation behaviors.

Original languageEnglish (US)
Pages (from-to)539-551
Number of pages13
JournalJournal of Consumer Marketing
Volume33
Issue number7
DOIs
StatePublished - 2016

Keywords

  • Customer citizenship behavior
  • Customer citizenship behavior motivation
  • Customer voluntary participating behavior
  • Scale development
  • Services
  • Value co-creation

ASJC Scopus subject areas

  • Business and International Management
  • Marketing

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