Theoretical framework and hypotheses - The effect of customer participation in service recovery on customer ability and role clarity in future value co-creation
3 important questions on Theoretical framework and hypotheses - The effect of customer participation in service recovery on customer ability and role clarity in future value co-creation
Where does the ability in future co-creation refer to?
To customers' knowledge and skills that enable them to perform effectively in future value co-creation—in other words, what they “can do” rather than what they “want to do” or “know how to do”.
How is customer role clarity in future concretion defined?
As the extent to which the procedures, goals, criteria, and knowledge of consequences are clear to a customer and influence his/her likelihood of future co- creation. In addition, the role the customer plays as a value co-creator (“partial employee”) in service recovery will have a direct influence on service quality.
What are the 2 main mechanisms underlying the relationships between customer participation in service recovery, customer ability and role clarity in future co-creation?
- Organizational socialization (customer socialization theory)
- Direct experience (product experience theory)
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
Remember faster, study better. Scientifically proven.
