An Exploratory Study on the Multidimensional Approach of Emotional Responses to Consumer Participation in Service Encounter

Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment

“…In addition, in a study conducted by Cermak et al (1994), customer participation was approached with a concept of involvement according to how much time and effort the person invested in the service delivery process, and, in a study conducted by Kellogg et al (1997), customer participation was studied from the viewpoint of service quality cost to create the excellent service results expected by the consumer himself/herself. In a study conducted by Rodie and Kleine (2000), consumer participation in the process of service delivery and production was multidimensionally approached instead of through a single dimension and presented as physical, emotional, and mental information inputs (Choi et al 2020). In this study, customer participation behavior will be defined and studied as inputs of essential and active efforts for expected service results as a form of essential participation indispensable for service production and consumption.…”