Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517
customer participation at the specification stage of a customization process and its effects on the evaluation of the process … and service outcome is still scarce. This paper analyzes the effect of customer participation in a scenario experiment … customers' needs. We find that customer participation has a positive impact on satisfaction and behavioral intentions …