De Pourcq, Kaat; Verleye, Katrien; Larivière, Bart; … - In: Journal of Service Management 32 (2020) 3, pp. 438-458
Purpose: Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal...