van Birgelen, Marcel; Dellaert, Benedict G.C.; de Ruyter, Ko - In: Journal of Service Management 23 (2012) 2, pp. 216-252
focus on the joint effect of two converging trends: the increase of in‐home services involving high degrees of customer … desires determine their communication channel consideration for in‐home services. Design/methodology/approach – Based on a … more appropriate when low customer participation in the provision of in‐home services is involved. The match between …