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.
|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||8th Annual London Business Research Conference|
|Period||8/07/13 → 9/07/13|
|Other||Imperical College London|
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...