Consumers on the Job: Contextualization Crafting in Expert Services
Abstract
Tasked with a greater role in the coproduction of expert services, consumers often face an immense burden in coproducing service and well-being outcomes. While some prior research has explored customer work, we delineate unique aspects of expert services and articulate consumer efforts that transpire outside the dyadic service interaction. Through netnographic inquiry in a health care context, we find that coproduction efforts are job-like and...
Paper Details
Title
Consumers on the Job: Contextualization Crafting in Expert Services
Published Date
May 4, 2021
Journal
Volume
24
Issue
4
Pages
520 - 541
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