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Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

Author

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  • Amorim Marlene
  • Rosa Maria João
  • Santos Sandra

    (University of Aveiro, Department of Economics, Management and Industrial Engineering Aveiro, Portugal)

Abstract

Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.

Suggested Citation

  • Amorim Marlene & Rosa Maria João & Santos Sandra, 2014. "Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services," Organizacija, Sciendo, vol. 47(3), pages 1-10, August.
    • Handle: RePEc:vrs:organi:v:47:y:2014:i:3:p:10:n:4
    DOI: 10.2478/orga-2014-0015
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    Cited by:

    1. Nguyen Bac Nguyen & João Carlos Rosmaninho Menezes, 2021. "The thirty-year evolution of customer-to-customer interaction research: a systematic literature review and research implications," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 391-444, September.
    2. Juhi Kamakoty & Sandeep Singh, 2023. "PHEISQUAL: A Scale to Measure Service Quality of Professional Higher Educational Institute From Faculty Perspective," SAGE Open, , vol. 13(4), pages 21582440231, October.
    3. Sabina De Rosis & Francesca Pennucci & Guido Noto & Sabina Nuti, 2020. "Healthy Living and Co-Production: Evaluation of Processes and Outcomes of a Health Promotion Initiative Co-Produced with Adolescents," IJERPH, MDPI, vol. 17(21), pages 1-19, October.

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