Innovation and the customer participation are central issues in research focusing on the performance of firms. However … customer participation and how they work together to enhance the quality of services and drive firm performance. Drawing on the … literature focusing on firm capabilities and relationship management particularly customer participation, this study proposes …

-creation behavior scale. The scale comprises two dimensions: customer participation behavior and customer citizenship behavior, with … each dimension having four components. The elements of customer participation behavior include information seeking … consistency reliability, construct validity, and nomological validity. This study also shows that customer participation behavior …

benefits in high customer participation service formats. In contrast, socially‐oriented communication channel benefits seem … more appropriate when low customer participation in the provision of in‐home services is involved. The match between … focus on the joint effect of two converging trends: the increase of in‐home services involving high degrees of customer …