Yoo, Jaewon; Chen, Jing; Frankwick, Gary L. - In: International Journal of Bank Marketing 39 (2020) 1, pp. 24-47
Purpose: To reduce costs, many banks have increased customer involvement during the creation and delivery of their products and services. Based on a job demands-resources (JD-R) model, this study tests an inverted U-shaped curvilinear relationship between perceived customer participation and...