Antecedents and consequences of effective customer participation: the role of customer education and service modularity

PurposeUsing multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter's effect on ser...

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Veröffentlicht in:	Journal of service theory and practice 2023-08, Vol.33 (5), p.697-720
Hauptverfasser:	Shah, Syed Aamir Ali, Jajja, Muhammad Shakeel Sadiq, Chatha, Kamran Ali
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer education Customer services Modularity Operations management Participation Quality of service Service design Social exchange theory
Online-Zugang:	Volltext
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