Artikel
Customer participation in the customization of services: Effects on satisfaction and behavioral intentions
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 analyzes the effect of customer participation in a scenario experiment with two measurement points in which customers and salespeople collectively customize a service offering according to customers' needs. We find that customer participation has a positive impact on satisfaction and behavioral intentions irrespective of the actual service outcome. Even for negative service experiences, participating customers are significantly more satisfied than customers who played a rather passive role at the specification stage of the service process.
- Sprache
-
Englisch
- Erschienen in
-
Journal: jbm - Journal of Business Market Management ; ISSN: 1864-0761 ; Volume: 9 ; Year: 2016 ; Issue: 1 ; Pages: 498-517 ; Berlin: Freie Universität Berlin, Marketing-Department
- Klassifikation
-
Management
- Thema
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Customer Participation
Service Customization
Satisfaction
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Straus, Lennart
Robbert, Thomas
Roth, Stefan
- Ereignis
-
Veröffentlichung
- (wer)
-
Freie Universität Berlin, Marketing-Department
- (wo)
-
Berlin
- (wann)
-
2016
- Handle
- URN
-
urn:nbn:de:0114-jbm-v9i1.1510
- Letzte Aktualisierung
-
10.03.2025, 11:43 MEZ
Datenpartner
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Objekttyp
- Artikel
Beteiligte
- Straus, Lennart
- Robbert, Thomas
- Roth, Stefan
- Freie Universität Berlin, Marketing-Department
Entstanden
- 2016
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