Customer Stewardship Control Scale

What is it about?

Used within the context of a study that explored to concept of customer stewardship control (CSC) in terms of explaining employee behavior, the Customer Stewardship Control Measure (Schepers, et al., 2012) is used to assess employees' attitudes of ownership and moral responsibility for customers welfare. Five CSC items were based on studying theoretical sources (Block 1996; Davis, Schoorman, and Donaldson 1997) and conducting interviews with managers and frontline employees. CSC was operationalized to reflect employees' internal perceptions, which previous studies have indicated is the correct way to capture self-regulatory informal controls (e.g., Flaherty, Arnold, and Hunt 2007). Respondents are asked to indicate their level of agreement with statements related to employee sense of responsibility, ownership, and customer welfare using a seven-point Likert-type scale. Using customer contact employees for the sample, the composite reliability (CR) value was found to be .91 and .90 in two studies, respectively. Confirmatory factor analysis showed satisfactory global fit. Evidence for convergent and discriminant validity was supported.

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