Determining optimum customer participation level in services: perceptual biases and congruence
Year of publication: |
2020
|
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Authors: | Ozkul, Ahmet Semih ; Damali, Uzay ; Nandialath, Anup Menon ; Stapleton, Andrew M. |
Published in: |
International journal of productivity and quality management : IJPQM. - Olney, Bucks : Inderscience Enterprises, ISSN 1746-6482, ZDB-ID 2232968-7. - Vol. 30.2020, 3, p. 323-342
|
Subject: | co-production | customer participation | customer workload | service quality | perceptual bias | perceptual congruence | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Wahrnehmung | Perception | Kundenzufriedenheit | Customer satisfaction | Systematischer Fehler | Bias |
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