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Keywords: Customer service co-creation literacy
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Journal Articles
Customer service co-creation literacy for better service value: evidence from the health-care sector
Journal:
Journal of Services Marketing
Journal of Services Marketing (2022) 36 (7): 940–951.
Published: 15 July 2022
... service consumption. This paper aims to propose the concept of customer service co-creation literacy (SCL) to capture not only the basic expertise but also the expertise for active service co-creation. This study then investigates how SCL can be cultivated and how it facilitates customer co-creation...
