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Customer participation in the service process: a model and research propositions

Author

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  • Cevahir Uzkurt

Abstract

The purpose of this study is to explore the antecedents, components and outcomes of customer participation in the service process. In this paper, a conceptual framework and model were developed from the literature to help in understanding customer participation in the service process. The paper attempts to provide a foundation for future research by developing research propositions and constructing an integrated framework that includes the antecedents and consequences of customer participation in the service process. The research provides insights into ensuring and facilitating customer participation in the service stages for service firms and service providers. Service firms can achieve customer loyalty and perceived service productivity by having its customers participate in the service process.

Suggested Citation

  • Cevahir Uzkurt, 2010. "Customer participation in the service process: a model and research propositions," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 6(1), pages 17-37.
    • Handle: RePEc:ids:ijsoma:v:6:y:2010:i:1:p:17-37
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    Citations

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    Cited by:

    1. Yaping Fang & Feng Liu & Sunmin Kim & Minchan Pyo, 2023. "Consumer Participation in CSR: Spending Money versus Spending Time," Sustainability, MDPI, vol. 15(7), pages 1-17, March.
    2. Straus, Lennart & Robbert, Thomas & Roth, Stefan, 2016. "Customer participation in the customization of services: Effects on satisfaction and behavioral intentions," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 498-517.
    3. Won‐Moo Hur & Tae‐Won Moon & Hanna Kim, 2020. "When and how does customer engagement in CSR initiatives lead to greater CSR participation? The role of CSR credibility and customer–company identification," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(4), pages 1878-1891, July.
    4. Won-Moo Hur & Tae-Won Moon & Hanna Kim, 2020. "When does customer CSR perception lead to customer extra-role behaviors? The roles of customer spirituality and emotional brand attachment," Journal of Brand Management, Palgrave Macmillan, vol. 27(4), pages 421-437, July.
    5. Yu Zhang & Bingjia Shao, 2018. "The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective," Future Internet, MDPI, vol. 10(10), pages 1-20, October.

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