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Antecedents of mandatory customer participation in service encounters: An empirical study · Study

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ArticleAntecedents of mandatory customer participation in service encounters: An empirical study

Sandy C. Chen2015

Article2015

Antecedents of mandatory customer participation in service encounters: An empirical study

Sandy C. Chen · Carola Raab · Sarah Tanford

58 citations·0/0 files stored·International Journal of Hospitality Management

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Service and Product Innovation AI in Service Interactions

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 58 citations exist upstream.

References

1991Structural Equations with Latent Variables.2003Evolving to a New Dominant Logic for Marketing 1974An approach to environmental psychology 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1996Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations 1970Role Conflict and Ambiguity in Complex Organizations 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1982The Self-Efficacy Scale: Construction and Validation

Cited by

2022The golden mean: Research on the mechanism of customer participation in employee service innovation 2019The opportunity and challenge of trust and decision-making uncertainty 2016Customer Participation in Services and its Effect on Employee Innovative Behavior 2022The impact of value co-creation behavior on customers’ experiences with and loyalty to P2P accommodations 2019Customer acceptance of four types of hospitality value propositions

Details

Year2015

Typearticle

Published2015-02-11

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations58

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.ijhm.2015.01.012

openalex_workW2064049667

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