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Original paper

Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy

Volume: 76, Issue: 6, Pages: 121 - 140
Published: Aug 21, 2012
Abstract
Extant research confirms the importance of value cocreation through customer participation (CP), but relatively little is known about whether and how it creates an enjoyable experience for customers and service employees and the consequential outcomes of this positive affective experience. This study applies the concept of flow as an overarching framework and draws theoretical support from social cognitive theory, particularly its extension...
Paper Details
Title
Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy
Published Date
Aug 21, 2012
Volume
76
Issue
6
Pages
121 - 140
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