Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & Marketing 40 (2023) 5, pp. 867-887
Even though researchers are increasingly acknowledging the dark side of customer participation (i.e., behavioral … customer engagement), particularly in professional services with high cognitive demands that cause customer participation … stress (i.e., negative psychological state resulting from the customer's overextension by required customer participation …