K–C model of three customer-contact dimensions: an exploratory hospital field test
by William L. Smith, Mohammad Chowdhury
International Journal of Services and Standards (IJSS), Vol. 3, No. 3, 2007

Abstract: This paper presents the results of an exploratory empirical field test of the K–C (Kellogg–Chase) model of customer-contact (Kellogg, 1991; Kellogg and Chase, 1995) in a hospital setting. Seventy service workers in seven departments of a regional hospital were surveyed regarding the elements of the K–C model based on their perceptions of a 'typical' service encounter with a customer/patient. Service worker SCORE results ranged roughly equivalent to the Contact Scores used by Kellogg (1991). Both the process and the results raise important questions concerning each element of the K–C model which are discussed. Implications for future research and practice are examined.

Online publication date: Fri, 25-May-2007

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Standards (IJSS):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com