How do you measure the quality of customer contact? This research validates the customer contact measurement model by conducting a replication study using three different sample groups. The study examines the impact of customer, managerial, and cultural differences on the customer contact construct. Findings indicate that all validation groups use similar variables when defining customer contact. The measurement model proves robust when compared to US customer and managerial validation groups. However, the applicability across cultures is questioned, highlighting the need for further research. This study offers practical implications for businesses seeking to improve their customer service strategies and measurement methodologies. These findings are relevant for customer service management and cross-cultural marketing.
This paper appears in the _International Journal of Service Industry Management_, aligning with its focus on service quality and customer relationships. By validating a customer contact measurement model, the study contributes to the journal's body of knowledge on service management practices. The research's examination of cultural differences highlights an important consideration for service organizations operating in global markets, emphasizing the complexities of adapting management models across diverse contexts.