The Resource The effects of customer participation on service outcomes : a fit perspective, by Beibei Dong, (electronic resource)

The effects of customer participation on service outcomes : a fit perspective, by Beibei Dong, (electronic resource)

Label
The effects of customer participation on service outcomes : a fit perspective
Title
The effects of customer participation on service outcomes
Title remainder
a fit perspective
Statement of responsibility
by Beibei Dong
Creator
Contributor
Thesis advisor
Subject
Genre
Language
eng
Summary
Previous research in customer participation argues that customer participation positively influences service quality and customer satisfaction. However, operations management takes a different view by suggesting that decreasing customer contact is desirable. In practice, customers also respond differently toward participation. The inconsistency and confusion in both research and practice motivate this dissertation is to investigate under what conditions customer participation is beneficial. This dissertation includes two empirical studies. Study I empirically verifies that too much participation could have negative effects on customers. Study II further investigates the boundary conditions of the participation - outcome relationships. Adopting a "fit" perspective, this dissertation contends that the effects of customer participation on service outcomes are contingent upon the fit between the co-production task and the customer along a number of dimensions. A fit-related theoretical framework is proposed, with the expectation that increasing customer participation is desirable when customers (1) perceive they have the ability and skills to complete the required tasks, (2) value the benefits provided by the co-production tasks, (3) positively identify with a production/service role, and (4) desire a greater amount of control of the service outcome. The results support the theoretical model. The important theoretical contributions and managerial implications of the dissertation are further discussed
Cataloging source
MUU
http://library.link/vocab/creatorDate
1981-
http://library.link/vocab/creatorName
Dong, Beibei
Degree
Ph.D.
Dissertation year
2009.
Granting institution
University of Missouri--Columbia
Illustrations
illustrations
Index
no index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
  • theses
http://library.link/vocab/relatedWorkOrContributorName
  • Zou, Shaoming
  • Evans, Kenneth R.
http://library.link/vocab/subjectName
  • Customer relations
  • Customer services
  • Consumer satisfaction
Target audience
specialized
Label
The effects of customer participation on service outcomes : a fit perspective, by Beibei Dong, (electronic resource)
Instantiates
Publication
Note
  • Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 11, 2010)
  • The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file
  • Dissertation advisor: Dr. Shaoming Zou and Dr. Kenneth R. Evans
  • Vita
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Control code
514300637
Extent
1 online resource (x, 221 pages)
Form of item
electronic
Media category
computer
Media MARC source
rdamedia
Media type code
c
Note
MU: Access is limited to the campuses of the University of Missouri.
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)514300637
Label
The effects of customer participation on service outcomes : a fit perspective, by Beibei Dong, (electronic resource)
Publication
Note
  • Title from PDF of title page (University of Missouri--Columbia, viewed on Feb 11, 2010)
  • The entire thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file; a non-technical public abstract appears in the public.pdf file
  • Dissertation advisor: Dr. Shaoming Zou and Dr. Kenneth R. Evans
  • Vita
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Control code
514300637
Extent
1 online resource (x, 221 pages)
Form of item
electronic
Media category
computer
Media MARC source
rdamedia
Media type code
c
Note
MU: Access is limited to the campuses of the University of Missouri.
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)514300637

Library Locations

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      38.710138 -90.311107
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