A re-examination of the antecedents and impact of customer participation in service

Cedric Hsi-Jui Wu

The Service Industries Journal, 2009, vol. 31, issue 6, 863-876

Abstract: Customer participation has been argued to be a critical influence on customer satisfaction with the service received, but empirical studies are relatively lacking. This study proposes a theoretical model of the antecedents and impact of customer participation in service and re-examines the relationships among organizational support, socialization, customer participation, and customer satisfaction. Findings of a questionnaire completed by tourists of a Taiwanese theme park indicated that: (1) customer perceptions of support and socialization significantly and positively influence customer participation; (2) perceived support and socialization have a significant and positive influence on customer satisfaction; (3) the directly positive relationship between customer participation and satisfaction is not supported in this study.

Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2009:i:6:p:863-876

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DOI: 10.1080/02642060902960768

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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