2020/2021
The effects of customer involvement on perceived service performance and word-of-mouth: the mediating role of service co-creation
Asia Pacific Journal of Marketing and Logistics*, 2021, 33(4): 1014-1032
| Author(s) | Millissa Fung Yi Cheung,
Wai Ming To |
|---|---|
| Summary | This study aims to use the framework of customer dominant logic to explore the mediating role of service co-creation on the relationships between customer involvement and perceived service performance and between customer involvement and word-of-mouth (WOM). It also investigates the moderating role of customer relational-motivational orientation on the relationship between customer involvement and service co-creation. |
* Also listed in Scopus.