Nursing

Marketing

Engineering

Ecology

Pure mathematics

Service (business)

Biology

Field (mathematics)

Anthropology

Business

Paleontology

Test (biology)

Psychology

Mathematics

Exploratory research

Sociology

Operations management

Medicine

Customer service

International Journal of Services and Standards

This paper presents the results of an exploratory empirical field test of the KC (KelloggChase) 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 KC 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 KC model which are discussed. Implications for future research and practice are examined.

K C model of three customer-contact dimensions: an exploratory hospital field test