Three items measure the extent to which a customer participates in formal, rule-governed processes within a company's customer participation structure. Auh et al. (2019) adapted the scale from Fang, Palmatier, and Evans (2008). The main study involved 891 customers of a Korean bank; a replication used 291 MTurk participants. CFA confirmed unidimensionality, convergent and discriminant validity, with AVEs of .72–.78.
Auh, S., Menguc, B., Katsikeas, C. S., & Jung, Y. S. (2019). When does customer participation matter? An empirical investigation of the role of customer empowerment in the customer participation–performance link. Journal of Marketing Research, 56(6), 1012–1033.
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