Purpose: Value has been conceptualized as the result of co-creation involving service firms and customers. Currently, however, little is known about why and how customers engage in value co-creation with a service firm. Thus, the purpose of this paper is to explore the role of co-production in...

Purpose: This study aims to examine how customers derive satisfaction and affective commitment from their participation in financial services, which is conditional on their relationship length. Design/methodology/approach: Student interviewers approached customers who were exiting banks at two...

Purpose The purpose of this paper is to examine how quality dimensions in independently owned online brand communities influence purchase intentions via uncertainty reduction and the role of involvement. Design/methodology/approach This work validates the model and hypotheses through...

The current study moves beyond customer-perceived value, service quality, and corporate image and demonstrates that switching barriers are important factors influencing a customer's decision to recommend a service provider to others. This work examines a contingency model between...

Purpose: The purpose of this paper is to examine how customers derive value and switching costs from their own participation conditional on their perceived efficacy of themselves (self-efficacy) and their advisers (adviser-efficacy) in financial services. Design/methodology/approach: Student...

Purpose: The purpose of this paper is to analyze how store loyalty forms corporate reputation and store image conditional on prior knowledge and involvement in retailing services. Design/methodology/approach: A convenient sampling technique was employed, in which student interviewers approached...