Influence of customer–firm relationships on customer participation in the service industry
Abstract
Previous research has focused on relationship value and outcome as ‘consequence variables’ of customer participation (CP). This study examines customer–firm relationships as an ‘antecedent variable’ of CP. Early contact and relationships with customers build confidence in the service encounter and create customer trust, which leads to commitment and improves customer cooperation. Likewise, interaction and relationship building in the service...
Paper Details
Title
Influence of customer–firm relationships on customer participation in the service industry
Published Date
Oct 11, 2014
Journal
Volume
10
Issue
1
Pages
113 - 133
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Notes
History