| Customer participation in the service encounter |
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| 引用本文： | LIU Wen-bo LIU Bin CHEN Rong-qiu. Customer participation in the service encounter[J]. 中国经济评论(英文版), 2007, 6(4): 52-56 |
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| 作者姓名： | LIU Wen-bo LIU Bin CHEN Rong-qiu |
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| 作者单位： | [1]School of Management, Huazhong University of Science and Technology, Wuhan 430074, China [2]School of Humanity and Economics, Wuhan University of Science and Technology, Wuhan 430081, China [3]China Automotive Technology and Research Center, Tianjin 300162, China |
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| 基金项目： | This paper is supported by National Natural Science Foundation of China （No. 73002001）. |
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| 摘 要： | This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.
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| 关 键 词： | 服务业 顾客参与 服务质量 工作压力 |
Customer participation in the service encounter |
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| Abstract: | |
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| Keywords: | customer participation service encounter service quality job stress |
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