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

This paper presents the results of an exploratory empirical field test of the K-C Model of customer contact (Kellogg, 1991; Kellogg & Chase, 1995) in a hospital setting. Seventy service workers in seven departments of a regional hospital were surveyed regarding the elements of the K-C 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 K-C Model which are discussed. Implications for future research and practice are examined.