Determining optimum customer participation level in services: perceptual biases and congruence
Ahmet Semih Ozkul, Uzay Damali, Anup Menon Nandialath, Andrew M. Stapleton
| Year of publication: |
2020
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|---|---|
| Authors: | Ozkul, Ahmet Semih ; Damali, Uzay ; Nandialath, Anup Menon ; Stapleton, Andrew M. |
| Published in: |
International journal of productivity and quality management : IJPQM. - Olney, Bucks : Inderscience Enterprises, ISSN 1746-6482, ZDB-ID 2232968-7. - Vol. 30.2020, 3, p. 323-342
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| Subject: | co-production | customer participation | customer workload | service quality | perceptual bias | perceptual congruence | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Systematischer Fehler | Bias | Kundenzufriedenheit | Customer satisfaction | Wahrnehmung | Perception | Dienstleistungsmarketing | Services marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJPQM.2020.108378 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012256629