Stokburger-Sauer, Nicola E.; Scholl-Grissemann, Ursula; … - In: Journal of Service Management 27 (2016) 4, pp. 563-590
Purpose – Coproduction, as one component of cocreation of value, offers many benefits to customers and management, but also requires customers to invest a considerable amount of effort and time. The purpose of this paper is to investigate the coproduction paradox of benefits and costs....