Purpose There is considerable research examining the consequences and contingency
factors of customer participation in the service encounter. In comparison, there is …

Purpose The purpose of this paper is to examine how service employee's perceived
customer participation influences beneficial deep acting behaviors among service personnel …

Purpose The purpose of this paper is to examine the impact of customer participation on role
behaviors and customer satisfaction. The mediating role of role stressors is also examined …

Purpose Within the retail banking sector, the customer-centric business model has become
an important and new business trend in recent years. The enhancement of the frontline …

Purpose To reduce costs, many banks have increased customer involvement during the
creation and delivery of their products and services. Based on a job demands-resources (JD …

Purpose–The purpose of this paper is to examine the impact of customer participation in a
service delivery process by designing and testing an empirical model with the employees' …

This study examines psychological resources for service employees and their customers,
which enhance the service experiences of both parties during service conversations. We …

This paper presents an empirical test of the antecedents and consequences of customer
extra-role behavior (ie, customer citizenship behavior and badness behavior). The model …

Despite increasing awareness of the importance of customer behaviors in service delivery,
understanding consequences relating to employees receives little attention. Therefore …

Purpose Frontline employees face constant emotional demands in the course of providing
services to their customers, which can impact job engagement. This study aims to …