Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes
MetadataShow full item record
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.
Showing items related by title, author, creator and subject.
Dong, Hai (2010)With the emergence of the Web and its pervasive intrusion on individuals, organizations, businesses etc., people now realize that they are living in a digital environment analogous to the ecological ecosystem. Consequently, ...
"You Look So Attractive!”: The Role of Interpersonal Attraction in Driving Customer Citizenship Behavior in Service Coproduction ProcessChan, Kimmy Wa; Sharma, Piyush (2019)Practitioners’ and scholars’ interest in the service-dominant logic of marketing has increased sharply in the last decade (Vargo and Lusch 2004). Customer participation (CP), as one of the foundational premises of this ...
Sharma, Piyush (2012)Purpose: Offshore outsourcing of customer services is growing rapidly but there is little known about its impact on customer perceptions and behavior. This paper aims to combine the learnings from the country‐of‐origin ...