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    Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes

    Asokan Ajitha A 2020.pdf (3.105Mb)
    Access Status
    Open access
    Authors
    Asokan Ajitha, Aswathy
    Date
    2020
    Supervisor
    Piyush Sharma
    Russel Kingshott
    Type
    Thesis
    Award
    PhD
    
    Metadata
    Show full item record
    Faculty
    Business and Law
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/81006
    Collection
    • Curtin Theses
    Abstract

    The study focuses on the role of task-related affective well-being in the influence of customer participation on service outcomes and the differential impact of customer participation types. Also, the study considers the critical intervention of customer knowledge and task complexity. A scenario-based experimental design was conducted in Indian domestic airlines check-in service encounter and Australian supermarket checkout service encounter. The study advances the extant literature and provides several managerial implications.

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