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https://gnanaganga.inflibnet.ac.in:8443/jspui/handle/123456789/8034
Title: | Investigating the Antecedents of Customer-Tocustomer |
Authors: | Cathy Parker Kim Harris |
Issue Date: | 1999 |
Publisher: | American Marketing Association- Winter Educators Conference |
Abstract: | An increasing amount of attention is being paid to the ways customers contribute to their own service "experience" through participation in the service delivery process (for a review see Bitner, Faranda, Hubbert, and Zeithaml 1997). This "contribution" can take many forms, although, historically, research has tended to focus upon the use of customers as productive resources or "partial employees" (Mills and Moberg 1982) through the encouragement of their "physical" participation. |
URI: | http://gnanaganga.inflibnet.ac.in:8080/jspui/handle/123456789/8034 |
Appears in Collections: | Articles to be qced |
Files in This Item:
File | Size | Format | |
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INVESTIGATING THE ANTECEDENTS OF CUSTOMER-TOCUSTOMER.pdf Restricted Access | 828.57 kB | Adobe PDF | View/Open Request a copy |
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