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

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

Department of Marketing and International Business

Research output: Book Chapters | Papers in Conference Proceedings › Conference paper (refereed) › Research › peer-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 language	English
Title of host publication	Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013
Number of pages	9
Publication status	Published - Jul 2013
Event	8th Annual London Business Research Conference - Imperial College, London, United Kingdom Duration: 8 Jul 2013 → 9 Jul 2013

Conference

Conference	8th Annual London Business Research Conference
Country/Territory	United Kingdom
City	London
Period	8/07/13 → 9/07/13
Other	Imperical College London

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https://studylib.net/doc/13326373/proceedings-of-8th-annual-london-business-research-confer...

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LUK, S. T. K., LI, E. L. Y., & LIU, B. S. C. (2013). Consumer Trust in Service Brand and in Frontline Service Personnel: Impact on Co-Production and Value Co-Creation Behavior - A Cross-Country Study. In Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013 https://studylib.net/doc/13326373/proceedings-of-8th-annual-london-business-research-confer...

@inproceedings{69d82293491c46d4861405451122fc16,

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

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.",

author = "LUK, {Sherriff T.K.} and LI, {Esther Ling Yee} and LIU, {Ben S. C.}",

year = "2013",

month = jul,

language = "English",

isbn = "9781922069283",

booktitle = "Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013",

note = "8th Annual London Business Research Conference ; Conference date: 08-07-2013 Through 09-07-2013",

}

LUK, STK, LI, ELY & LIU, BSC 2013, Consumer Trust in Service Brand and in Frontline Service Personnel: Impact on Co-Production and Value Co-Creation Behavior - A Cross-Country Study. in Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013. 8th Annual London Business Research Conference, London, United Kingdom, 8/07/13. <https://studylib.net/doc/13326373/proceedings-of-8th-annual-london-business-research-confer...>

Consumer Trust in Service Brand and in Frontline Service Personnel: Impact on Co-Production and Value Co-Creation Behavior - A Cross-Country Study. / LUK, Sherriff T.K.; LI, Esther Ling Yee; LIU, Ben S. C.
Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013. 2013.

Research output: Book Chapters | Papers in Conference Proceedings › Conference paper (refereed) › Research › peer-review

TY - GEN

T1 - Consumer Trust in Service Brand and in Frontline Service Personnel: Impact on Co-Production and Value Co-Creation Behavior - A Cross-Country Study

AU - LUK, Sherriff T.K.

AU - LI, Esther Ling Yee

AU - LIU, Ben S. C.

PY - 2013/7

Y1 - 2013/7

N2 - 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.

AB - 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.

M3 - Conference paper (refereed)

SN - 9781922069283

BT - Proceedings of 8th Annual London Business Research ConferenceImperial College, London, UK, 8 -9 July, 2013

T2 - 8th Annual London Business Research Conference

Y2 - 8 July 2013 through 9 July 2013

ER -

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

Abstract

Conference

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