Handbook of Management Scales/Customer interaction

Customer interaction (alpha = 0.6572)

Items

• We frequently are in close contact with our customers.
• Our customers seldom visit our plant. (r)
• Our customers give us feedback on quality and delivery performance.

Source

• Flynn et al. (1994): A framework for quality management research and an associated measurement instrument. Journal of Operations Management, Vol. 11, No. 4, pp. 339-366.

Related Scales

• Customer focus