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Customer participation in the service encounter



Author(s)

LIU Wen-bo, LIU Bin, CHEN Rong-qiu

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DOI:10.17265/1537-1506/2007.04.010

This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers’ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.

customer participation; service encounter; service quality; job stress