Browsing by Author "Mengüç, Bülent"
When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation-Performance Link Authors:Auh, Seigyoung; Mengüç, Bülent; Katsikeas, Constantine S.; Jung, Yeon Sung
Publisher and Date:(Sage Publications, 2020)Research on customer participation (CP) has focused on its benefits for customers. However, recent research suggests that CP is beneficial to both customers and firms. The literature is also sparse on the economic (e.g., profitability) and customer (e.g., customer retention) impact of CP. This research introduces the concept of customer empowerment and develops and tests a model of customer empowerment as a parallel mediator, along with customer satisfaction, to explain the linkage between CP and ...