Paying for a Higher Workload? : The Relation between Customer’s Co-Production and Willingness to Pay

Volume: 1, Issue: 1, Pages: 49
Published: Jan 1, 2014
Abstract
We increasingly observe the use of co-production in managerial practice, as customers undertake additional tasks in service processes that service providers traditionally have performed. In 1995 Continental was the first airline to offer self-check-in kiosks, but today more than two thirds of travelers check in using self-service. Similarly, since their introduction more than 10 years ago, supermarket self-checkouts have grown widespread (Hill,...
Paper Details
Title
Paying for a Higher Workload? : The Relation between Customer’s Co-Production and Willingness to Pay
Published Date
Jan 1, 2014
Journal
Volume
1
Issue
1
Pages
49
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