Service Customer's Active Role-Play and Its Impact on Customer Perceptions of Service Outcome

Autor:	Geebum Park, Sooyun Kim, Sunmee Choi
Rok vydání:	2015
Předmět:	Customer delight Service quality Customer retention Customer advocacy Customer equity Service level requirement Business Marketing Customer to customer Customer intelligence
Zdroj:	Journal of Business and Management. 4:39-58
ISSN:	2291-2002 2291-1995
Popis:	As firms’ interest in actively engaging customers throughout the business process grows, so has firms’ need to better understand its impact on service outcomes not only from the firm’s perspective but also from the customer’s perspective. This study is an attempt to define “customer's active role-play” in a service delivery system, identify its key dimensions and measurement items, and assess its impact on customers, particularly on customer perceptions of service outcomes as opposed to objective service outcomes.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::8b03dc9f22f7f8be0fdc5d6b5b468538 https://doi.org/10.12735/jbm.v4i4p39 Zobrazit plný text záznamu