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- W2913613255 endingPage "147" @default.
- W2913613255 startingPage "131" @default.
- W2913613255 abstract "Customer participation (CP) is often attractive to suppliers. CP can reduce the burden of service delivery for the supplier while also improving customer satisfaction. However, several recent reviews highlight a dearth of research in business-to-business (B2B) contexts. When considering a specific type of actor – customer firm representatives – findings from a 3-year abductive study of a global mining company suggest actor-based antecedents shape CP through prescriptive and normative controls, with interpersonal dynamics between actors moderating these relationships. The findings also suggest service delivery network (SDN)-based antecedents such as SDN process locus, SDN risk orientation, and SDN knowledge orientation, shape CP, with resource availability and the degree of solution integration moderating these relationships. Moreover, CP manifests as one of four main CP contribution profiles: high overall CP, selective (technical) CP, selective (facilitating) CP, and promotional CP depending on individuals' relative commitment and focus. Further analyses revealed that each of these profiles embody different value-in-use (VIU) goals such as risk minimization, quality, efficiency and reputation maintenance." @default.
- W2913613255 created "2019-02-21" @default.
- W2913613255 creator A5001315380 @default.
- W2913613255 creator A5043591561 @default.
- W2913613255 creator A5075535837 @default.
- W2913613255 date "2019-10-01" @default.
- W2913613255 modified "2023-09-27" @default.
- W2913613255 title "Customer participation antecedents, profiles and value-in-use goals in complex B2B service exchange" @default.
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