TITLE

Customer participation in service specification and delivery

AUTHOR(S)
Cermak, Dianne S.P.; File, Karen Maru
PUB. DATE
March 1994
SOURCE
Journal of Applied Business Research;Spring94, Vol. 10 Issue 2, p90
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
Explores the relationship between customer participation and perceptions of quality and satisfaction, as well as intentions to repurchase and refer under varying conditions of buyer experience and service settings. Effects of participation on future intentions; Effect of prior relationship on participation; Implications from the study for practitioners.
ACCESSION #
9611270160

 

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