Chen, Sandy C.; Raab, Carola; Tanford, Sarah - In: International Journal of Contemporary Hospitality Management 29 (2017) 5, pp. 1468-1485
customer participation in hospitality service encounters. The second objective is to profile these identified customer segments … in terms of demographics, attitudes and behaviors. The third objective is to evaluate the relationship between customer … participation segments and service outcomes. Design/methodology/approach Data were collected through an online survey of American …