Browsing by Subject "Customer participation variation"
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Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Condition Authors:
Publisher and Date:(Sage Publications, 2020)Drawing on the customer participation (CP) literature, this research proposes that CP variation is the degree to which employees perceive variability across customers with regard to customers sharing information, time, and effort and making suggestions to enhance the service delivery process and outcome. Drawing on the job demands-resources model, this research explicates the mediating process by which CP variation affects customer service performance and its boundary conditions. Study 1 uses data ...