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- W1489744520 abstract "Purpose – The purpose of this paper is to explore how task- and relation-oriented customers co-create high quality services with frontline employees from the perspective of customer-dominant (C-D) logic. Design/methodology/approach – The authors reviewed the service management literature and identified a number of critical components that help service providers understand the psychology and behaviour of their customers, and how their customers perceive service encounters. The authors tested the theoretical model using a random survey sample of 707 consumers in Hong Kong. Findings – The authors found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators of value play a dominant role in service encounters. Research limitations/implications – The authors contribute to the existing management literature by identifying the importance of the C-D logic for service delivery and management. In particular, the involvement of customers with different motivational orientations through information sharing significantly affects customers’ perceived service quality and satisfaction. Originality/value – The paper enhances the understanding of customer’s logic by exploring the conditions and process between customer involvement and service delivery. Further directions for theoretical and empirical research are suggested." @default.
- W1489744520 created "2016-06-24" @default.
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- W1489744520 date "2015-02-09" @default.
- W1489744520 modified "2023-10-18" @default.
- W1489744520 title "Do task- and relation-oriented customers co-create a better quality of service?" @default.
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- W1489744520 doi "https://doi.org/10.1108/md-05-2014-0252" @default.
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