Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517
Customers' evaluation of the service process has important implications for service providers. However, research on customer participation at the specification stage of a customization process and its effects on the evaluation of the process and service outcome is still scarce. This paper...
