Do customers and employees enjoy service participation? Synergistic effects of self and other efficacy

By:

YIM, CHI KIM(BENNETT)

Contributor(s):

CHAN, KIMMY WA

Material type:

Mixed materialsPublication details: 2013Description: 121-140Subject(s):

MARKETING

NLM classification:

658.8342

In: JOURNAL OF MARKETINGMSummary: Extant research confirms the importance of value cocreation through customer participation, but relatively little is known about whether and how it creates an enjoyable experience for customers and service employees and the consequential outcomesof this positive affective experience. This study applies the concept of flow as an overarching framework and draws theoritical support from social cognitive theory, particularly its extension , of examine how customers and employees derive enjoyment from customer participation conditional on their perceived efficacy of themselves and their partners in financial services.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/6	Available		P14724

Extant research confirms the importance of value cocreation through customer participation, but relatively little is known about whether and how it creates an enjoyable experience for customers and service employees and the consequential outcomesof this positive affective experience. This study applies the concept of flow as an overarching framework and draws theoritical support from social cognitive theory, particularly its extension , of examine how customers and employees derive enjoyment from customer participation conditional on their perceived efficacy of themselves and their partners in financial services.

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