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...

Sharing the same service environment leads to direct and indirect interactions between customers that can either enhance or damage a customer's service experience. Especially in situations where customers are observing complaint situations of others, negative effects can be transmitted to the...