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Keywords: Customer participation
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Journal Articles
Journal:
Management Decision
Management Decision (2017) 55 (3): 547–562.
Published: 18 April 2017
...Chih-Cheng Volvic Chen; Chih-Jou Chen Purpose The purpose of this paper is to examine the impact of customer participation in the service delivery process by designing and testing an empirical model with the customers’ point of view in mind. Design/methodology/approach Data are collected from...
