Effect of Customer Participation on Service Outcomes: The Moderating Role of Participation Readiness

Journal of Service Research

Volumn 18, Issue 2, 2015, Pages 160-176

  Dong, Beibei ^a   Sivakumar, K ^a   Evans, Kenneth R ^b   Zou, Shaoming ^c  

^a LEHIGH UNIVERSITY   (United States)

^b LAMAR UNIVERSITY   (United States)

^c UNIVERSITY OF MISSOURI   (United States)

Author keywords

Ability; Benefit of participation; Customer participation; Customer satisfaction; Perceived service quality; Role identification; Service outcomes

Indexed keywords

EID: 84927655274     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670514551727     Document Type: Article

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