In:
Journal of Asian Business and Economic Studies, University of Economics Ho Chi Minh City, Vol. 23, No. 02 ( 2016-4-1), p. 100-119
Abstract:
This research aims to explore the role of service encounter behaviors and customers’ participation in the interaction process to co-create value, leading to customer satisfaction. A model is developed and tested in the health care context. Based on the data of 320 paired patient–physician cases, the analysis reveals that physician’s interactions are critical customer-oriented behaviors, which directly affect customer value. More importantly, it plays a key role in activating the customer participation in a service creation. From the customer view, although actively engaging in a service requires more resources, it is worthy because it creates much more value-in-use.
Type of Medium:
Online Resource
ISSN:
2615-9112
DOI:
10.24311/jabes/2016.23.02
DOI:
10.24311/jabes/2016.23.2.01
Language:
Unknown
Publisher:
University of Economics Ho Chi Minh City
Publication Date:
2016
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