Chen, Chih-Cheng Volvic; Chen, Chih-Jou; Lin, Ming-Ji James - In: Journal of Business & Industrial Marketing 30 (2015) 5, pp. 486-497
Purpose – The purpose of this paper is to examine the impact of customer participation in a service delivery process by designing and testing an empirical model with the employees’ point of view in mind. Design/methodology/approach – Using data collected from 166 pairs of customers and...