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Original paper

Customer value co-creation behaviors and service outcomes: insights from a transformative service

Volume: 29, Issue: 8, Pages: 635 - 657
Published: Jul 7, 2020
Abstract
This research focuses on a key transformative service, namely public higher education, and examines how student value co-creation behaviors contribute to the quality of educational services and, thereby, influence student performance, satisfaction, and retention. The two empirical studies highlight the salient effects of (a) citizenship behavior on service quality; (b) participation behavior and service quality on student performance and...
Paper Details
Title
Customer value co-creation behaviors and service outcomes: insights from a transformative service
Published Date
Jul 7, 2020
Volume
29
Issue
8
Pages
635 - 657
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