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Keywords: Operational risk
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Journal Articles
Journal of Service Theory and Practice (2025) 35 (3): 440–463.
Published: 08 April 2025
...Namkyung Lee; Sangjoon Lee Purpose Despite the benefit to service quality, customer participation introduces customer variability to service processes that can be a source of operational risk. Service providers try to cope with the operational risk of customer participation (ORCP) by either...
