Customer participation risk management: conceptual model and managerial assessment tool

PurposeCustomer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a co...

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Bibliographic Details
Published in:International journal of service industry management 2021-01, Vol.32 (1), p.27-51
Main Authors: Damali, Uzay, Secchi, Enrico, Tax, Stephen S, McCutcheon, David
Format: Article
Language:English
Subjects:
Costs
Customer services
Innovations
Management
Productivity
Quality management
Risk management
Roles
Service design
Service industries
Sharing economy
Strategic management
Technological change
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