Consumer Trust in Service Brand and in Frontline Service Personnel: Impact on Co-Production and Value Co-Creation Behavior - A Cross-Country Study

Sherriff T.K. LUK, Esther Ling Yee LI, Ben S. C. LIU

Research output: Book Chapters | Papers in Conference ProceedingsConference paper (refereed)Researchpeer-review

Abstract

The conventional wisdom in service marketing explains customers can serve as either "resource providers for a firm" as illustrated in numerous self-service operations, or "contributors for a company's service quality", subjected to customer expectations and perceptions over actual performance (Zeithmal et al. 2012). In this research stream, much of the literature on factors influencing customer participation behavior through out the service delivery process has focused on the customer's knowledge, abilities and incentives.
Original languageEnglish
Title of host publicationProceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013
Number of pages9
Publication statusPublished - Jul 2013
Event8th Annual London Business Research Conference - Imperial College, London, United Kingdom
Duration: 8 Jul 20139 Jul 2013

Conference

Conference8th Annual London Business Research Conference
CountryUnited Kingdom
CityLondon
Period8/07/139/07/13
OtherImperical College London

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