Customer participation in value creation in internet-based self-service technology (ISST) environment
Mohd Any, Amrul Asraf (2011) Customer participation in value creation in internet-based self-service technology (ISST) environment. PhD thesis, University of Nottingham.
Recent developments in the literature central to the Service-Dominant (S-D) logic perspective highlighted the importance of customer value. In this perspective, value is seen to be created, determined and perceived by the customer through use or `value-in-use' which directly highlights the importance of customer participation in the service delivery process. This study proposed a framework which tested the relationship between customer participation and the individual customer perceived value dimensions in an Internet-based selfservice technology (ISST) environment. Taking online travel service as the study context, the model incorporated two aspects of customer participation, i.e. objective and subjective, antecedents of customer participation, and the multidimensional-formative conceptualisation of customer perceived value.
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