Antecedents and consequences of effective customer participation: the role of customer education and service modularity

Purpose: Using multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides the latter's effect on s...

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Bibliographic Details
Main Authors: Syed Aamir Ali Shah, Muhammad Shakeel Sadiq Jajja, Kamran Chatha
Format: Default Article
Published: 2023
Subjects:
Customer participation
Customer education
Service design
Service delivery
Service quality
Service modularity
Healthcare
Empirical research
Online Access:https://hdl.handle.net/2134/23995563.v1
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https://hdl.handle.net/2134/23995563.v1

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