Damali, Uzay; Secchi, Enrico; Tax, Stephen S.; … - In: Journal of Service Management 32 (2020) 1, pp. 27-51
Purpose: Customer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a...