... customer participation is a three-dimensional behavioral construct in which a customer can participate by sharing information, involving in decision-making and ensuring compliance. The study also demonstrates that customer participation is a critical driver of satisfaction with life and perceived control...

... standardization (vs customization). Design/methodology/approach The authors conducted a qualitative study and two behavioral experiments to test the hypotheses. Findings The authors find that the advantages of service customization include greater perceived control and higher consumer satisfaction...