An Empirical Study on the Relationship of Customer Participation, Consumer Involvement and Service Quality

被引：0
|
作者：
Guo Lin [1 ]
机构：
[1] Tianjin Vocat Coll, Tianjin, Peoples R China
来源：
PROCEEDINGS OF THE 11TH EURO-ASIA CONFERENCE ON ENVIRONMENT AND CSR: TOURISM, SOCIETY AND EDUCATION SESSION (PART I) | 2015年
关键词：
Customer Participation; Customer Involvement; Service Quality; Information Sharing; Customer Satisfaction;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Customer participation is very popular in service marketing. Customer participation can provide necessary information for service execution. Based on the literatures review, the author of this paper analyzed the reasons and results of customer participation. The results show that different level of consumer involvement has different influences on the customer participation. There are three dimensions, i.e. responsible behaviors, personal interaction, and information sharing in customer participation. Meanwhile, customer participation has positive influence on reliability and empathy of service quality.
引用
收藏
页码：176 / 180
页数：5
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