Service production in high captivity service firms

Service firms need to handle customer-induced uncertainty during service production. The literature argues for several mechanisms that organizations utilize to handle customer-induced uncertainty in service production. Specifically, the literature argues that involving customers as coproducers, or q...

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Veröffentlicht in:	Service business 2021-03, Vol.15 (1), p.19-43
Hauptverfasser:	Ergene, Erim, Skaggs, Bruce, Echeveste, Inigo
Format:	Artikel
Sprache:	eng
Schlagworte:	Business and Management Empirical Article Human capital Human Resource Management Internal public relations Management
Online-Zugang:	Volltext
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