Mirror, mirror on the wall – how customers perceive their contribution to service provision

Sabine Fliess, Stefan Dyck, Mailin Schmelter
  • Journal of Service Management, August 2014, Emerald
  • DOI: 10.1108/josm-09-2013-0266

Customer contribution to service

What is it about?

Customer's physical and mental contribution to service provision

Why is it important?

Customer's perspective on his/her contributions contributions in terms of physical and mental activities and emotions experienced throughout service provision

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http://dx.doi.org/10.1108/josm-09-2013-0266

The following have contributed to this page: Master Stefan Dyck

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