Customer involvement and perceptions: The moderating role of customer co-production

Millissa F.Y. Cheung, W. M. To

研究成果: Article同行評審

70 引文 斯高帕斯(Scopus)

摘要

This study examines customer-specific antecedents of perceived service performance. Based on a review of the consumer services literature, we propose a theoretical model that links customer involvement to perceived service performance and identify the moderating role of co-production on the relationship. This model was tested on responses from 349 Chinese bank customers using hierarchical regression analysis. The results confirm that customer involvement was related to perceived service performance and the positive relationship between customer involvement and perceived service performance was stronger on customers of a high rather than low level of co-production. The findings provide new insight into the characterization of bank customers and their perceptions of service performance and have implications for both bank managers and consumer services researchers.

原文English
頁(從 - 到)271-277
頁數7
期刊Journal of Retailing and Consumer Services
18
發行號4
DOIs
出版狀態Published - 7月 2011

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