Shared more. Cited more. Safe forever.
    • advanced search
    • submit works
    • about
    • help
    • contact us
    • login
    View Item 
    •   MOspace Home
    • University of Missouri-Columbia
    • Graduate School - MU Theses and Dissertations (MU)
    • Theses and Dissertations (MU)
    • Dissertations (MU)
    • 2009 Dissertations (MU)
    • 2009 MU dissertations - Access restricted to MU
    • View Item
    •   MOspace Home
    • University of Missouri-Columbia
    • Graduate School - MU Theses and Dissertations (MU)
    • Theses and Dissertations (MU)
    • Dissertations (MU)
    • 2009 Dissertations (MU)
    • 2009 MU dissertations - Access restricted to MU
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.
    advanced searchsubmit worksabouthelpcontact us

    Browse

    All of MOspaceCommunities & CollectionsDate IssuedAuthor/ContributorTitleIdentifierThesis DepartmentThesis AdvisorThesis SemesterThis CollectionDate IssuedAuthor/ContributorTitleIdentifierThesis DepartmentThesis AdvisorThesis Semester

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular AuthorsStatistics by Referrer

    The effects of customer participation on service outcomes : a fit perspective

    Dong, Beibei, 1981-
    View/Open
    [PDF] public.pdf (7.078Kb)
    [PDF] short.pdf (12.69Kb)
    [PDF] research.pdf (5.285Mb)
    Date
    2010
    Format
    Thesis
    Metadata
    [+] Show full item record
    Abstract
    [ACCESS RESTRICTED TO THE UNIVERSITY OF MISSOURI AT REQUEST OF AUTHOR.] Previous research in customer participation argues that customer participation positively influences service quality and customer satisfaction. However, operations management takes a different view by suggesting that decreasing customer contact is desirable. In practice, customers also respond differently toward participation. The inconsistency and confusion in both research and practice motivate this dissertation is to investigate under what conditions customer participation is beneficial. This dissertation includes two empirical studies. Study I empirically verifies that too much participation could have negative effects on customers. Study II further investigates the boundary conditions of the participation - outcome relationships. Adopting a "fit" perspective, this dissertation contends that the effects of customer participation on service outcomes are contingent upon the fit between the co-production task and the customer along a number of dimensions. A fit-related theoretical framework is proposed, with the expectation that increasing customer participation is desirable when customers (1) perceive they have the ability and skills to complete the required tasks, (2) value the benefits provided by the co-production tasks, (3) positively identify with a production/service role, and (4) desire a greater amount of control of the service outcome. The results support the theoretical model. The important theoretical contributions and managerial implications of the dissertation are further discussed.
    URI
    https://hdl.handle.net/10355/6762
    https://doi.org/10.32469/10355/6762
    Degree
    Ph. D.
    Thesis Department
    Business administration (MU)
    Rights
    Access is limited to the campus of the University of Missouri--Columbia.
    Collections
    • 2009 MU dissertations - Access restricted to MU
    • Marketing electronic theses and dissertations (MU)
    • Business Administration electronic theses and dissertations (MU)

    Send Feedback
    hosted by University of Missouri Library Systems
     

     


    Send Feedback
    hosted by University of Missouri Library Systems