The Review on Customer Participation in Service

摘要：

Customer participation refers to the customer behaviors related to the definition,production and delivery of a service,including mental,emotional and physical behaviors.Customer participation is affected by customer,service organization and employee,and customer participation has important effects on customer,service organization and employee.At present,customer participation is one of important research issues on service management.This paper analysiss the definition,antecedents,and effects of customer participation.Based on this,implications for managing customer participation and future research direction are subsequently discussed.

关键词： Customer participation Service Antecedents Effect

作者: GUAN Cuiling

作者单位: Department of Management,Hubei College of Traditional Chinese Medicine,P.R .China,430065 Economics and Management School of Wuhan University,P.R .China,430072

会议类型: 国际会议

会议名称: 2008 Summit Internayional Marketing Management Conference(2008国际营销管理首脑会议)

会议地点: 天津

会议语种:英文

页码: 134-138

在线出版日期: 2008-05-01（万方平台首次上网日期，不代表论文的发表时间）