摘要
通过实证研究的方法对中国文化背景下顾客攻击行为(customer aggression)的结构维度及其测量进行了研究。通过自行研制的顾客攻击行为问卷,对全国6个城市600名企业员工进行问卷调查,获得了523份有效问卷。探索性因素分析(N=226)表明,顾客攻击行为由有意阻挠、隐性攻击、显示敌意3个维度构成。验证性因素分析(N=226)结构表明三因素模型是比较理想的模型。内部一致性分析和回归分析的结果也表明,基于中国文化背景下编制的顾客攻击行为问卷具有较好的信度和效度。
Based on the literature, interview and Questionnaire were developed. First, by the content pilot study, items for Customer Aggression Behaviors analysis of data collected from 24 staffs （using structured interview） and from 70 staffs （using open - ended questionnaires） from various enterprises, the primary Customer Aggression Behaviors Questionnaire was established in China. Then, data was collected from employees of some companies which were different kinds and from different districts of China. The survey date was mainly analyzed with exploratory factor analysis （EFA） and confirmatory factor analysis （CFA）. Exploratory factor analysis （EFA） of a date from a sample of 226 employees showed that Customer Aggression Behaviors was a three-dimension construct in China, which included obstructionism, covert aggression, expressions of hostility. Confirmatory factor analysis （CFA） of a date from another sample of 226 employees further confirmed Customer Aggression Behaviors Questionnaire＇s factorial validity. Internal consistency analyses showed that Customer Aggression Behaviors Questionnaire had suitable reliability and high validity.
出处
《心理研究》
2011年第4期57-64,共8页
Psychological Research
基金
河南省高等学校青年骨干教师资助计划项目的资助
关键词
顾客攻击行为
问卷编制
信效度检验
customer aggression behaviors
questionnaire development
testing of validity and reliability
