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Evaluating Customer Special Requests

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Book cover Finding New Ways to Engage and Satisfy Global Customers (AMSWMC 2018)

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Abstract

This paper describes the development of a 16-item special request scale (SRS) to measure evaluative criteria used by frontline employees when facing customer special requests. Built on a preliminary research, our study provided evidence for the reliability, factor structure, validity, and potential applications of the SRS scale on the basis of analyzing data from 131 employees of an oil exchange company.

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Author information

Authors and Affiliations

  1. Loyola Marymount University, Los Angeles, CA, USA

    Sijun Wang

  2. University of Alabama, Tuscaloosa, AL, USA

    Sharon E. Beatty

  3. Samford University, Birmingham, AL, USA

    Betsy Holloway

Authors
  1. Sijun Wang
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  2. Sharon E. Beatty
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  3. Betsy Holloway
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Corresponding author

Correspondence to Sijun Wang .

Editor information

Editors and Affiliations

  1. Marketing Department, IÉSEG School of Management, Lille, France

    Patricia Rossi

  2. Rohrer College of Business, Rowan University, Glassboro, NJ, USA

    Nina Krey

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© 2019 Academy of Marketing Science

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Wang, S., Beatty, S.E., Holloway, B. (2019). Evaluating Customer Special Requests. In: Rossi, P., Krey, N. (eds) Finding New Ways to Engage and Satisfy Global Customers. AMSWMC 2018. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-030-02568-7_155

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