Is more customer control of services always better?
Herm Joosten (Institute for Management Research, Radboud University Nijmegen, Nijmegen, The Netherlands and NCOI University, Hilversum, The Netherlands), and Josée Bloemer and Bas Hillebrand (Institute for Management Research, Radboud University Nijmegen, Nijmegen, The Netherlands)
| Year of publication: |
2016
|
|---|---|
| Authors: | Joosten, Herm ; Bloemer, Johanna M. ; Hillebrand, Bas |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 2, p. 218-246
|
| Subject: | Perceived control | Service co-production | Consistency theory | Customer empowerment | Field experiment | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Feldforschung | Field research | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Dienstleistungsmarketing | Services marketing | Dienstleistungsmanagement | Service management | Kundenintegration | Customer integration |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-12-2014-0325 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011565155