Scale Overview
The Customer Engagement With Online Restaurant Community During COVID-19–Model was developed by Liu, Min; Xu, Jie; Li, Shuhao; Wei, Min (2023). It is designed to measure Customer Engagement. The scale is intended for use with Adults.
Scale Structure
This instrument consists of 23 items organized into 6 factors/subscales: Server disclosure, Customer disclosure, Customer trust, Swift guanxi, Customers’ social influence engagement, Customers’ knowledge-sharing engagement.
| Factor / Subscale |
Items |
N |
| Server disclosure |
1,2,3,4 |
4 |
| Customer disclosure |
5,6,7,8 |
4 |
| Customer trust |
9,10,11,12 |
4 |
| Swift guanxi |
13,14,15 |
3 |
| Customers’ social influence engagement |
16,17,18,19 |
4 |
| Customers’ knowledge-sharing engagement |
20,21,22,23 |
4 |
Response Format
Respondents rate each item using a custom response format.
Response anchors: 1 = Extremely disagree, 2 = Disagree, 3 = Somewhat disagree, 4 = Neither agree nor disagree, 5 = Somewhat agree, 6 = Agree, 7 = Extremely agree.
Scoring
Items are scored by subscale, with each subscale sum representing a distinct dimension.
Psychometric Properties
Internal Consistency: The scale has demonstrated good to excellent internal consistency with reported Cronbach’s alpha values of Cronbach's alpha: 0.670 – 0.924.
Administration
The scale is self-administered and typically takes approximately 5 minutes to complete. It can be administered individually or in group settings. No special training is required for administration.