TY - GEN
T1 - The effects of customer participation on service quality, customer value and customer satisfaction
AU - Ren, Shuxia
AU - Zhang, Mingli
AU - Tang, Saili
PY - 2011
Y1 - 2011
N2 - Companies are increasingly focusing on customer participation to create value for the firms and their customers. To date, evidence regarding the effects of customer participation as a marketing tool has been primarily anecdotal. Relying on customer behavior theory and marketing theory, we develop a framework that explores the effects of customer participation on service quality, customer satisfaction and customer value. On the basis of which, an SEM analysis was conducted on the personal development industry. The results show that information exchange, cooperative behaviors and personal interaction have positive effects on service quality, customer satisfaction and customer value. Based on the results, this study explains the practical and academic implications for companies promoting customer creative participation.
AB - Companies are increasingly focusing on customer participation to create value for the firms and their customers. To date, evidence regarding the effects of customer participation as a marketing tool has been primarily anecdotal. Relying on customer behavior theory and marketing theory, we develop a framework that explores the effects of customer participation on service quality, customer satisfaction and customer value. On the basis of which, an SEM analysis was conducted on the personal development industry. The results show that information exchange, cooperative behaviors and personal interaction have positive effects on service quality, customer satisfaction and customer value. Based on the results, this study explains the practical and academic implications for companies promoting customer creative participation.
KW - Customer participation
KW - Customer satisfaction
KW - Customer value
KW - Service quality
UR - https://www.scopus.com/pages/publications/79955920362
U2 - 10.4028/www.scientific.net/AMR.225-226.124
DO - 10.4028/www.scientific.net/AMR.225-226.124
M3 - 会议稿件
AN - SCOPUS:79955920362
SN - 9783037851036
T3 - Advanced Materials Research
SP - 124
EP - 127
BT - Advanced Research on Automation, Communication, Architectonics and Materials
T2 - 2011 International Conference on Automation, Communication, Architectonics and Materials, ACAM2011
Y2 - 18 June 2011 through 19 June 2011
ER -