Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy
Chi Kin (Bennett) Yim, Kimmy Wa Chan, & Simon S.K. Lam
Paper Summary - AMA Site
Consumer participation and productivity in service operations
JA Fitzsimmons - Interfaces, 1985
Mary Jo Bitner, William T. Faranda, Amy R. Hubbert, Valarie A. Zeithaml, (1997) "Customer contributions and roles in service delivery", International Journal of Service Industry Management, Vol. 8 Iss: 3, pp.193 - 205
Customer voluntary performance: customers as partners in service delivery
LA Bettencourt - Journal of retailing, 1997
Psychological implications of customer participation in co-production
N Bendapudi, RP Leone - Journal of marketing, 2003
Revisiting customer participation in service encounters: does culture matter?
William E. Youngdahla, Deborah L. Kelloggb, Winter Niea, David E. Bowena
Journal of Operations Management
Volume 21, Issue 1, January 2003, Pages 109–120
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