When Should Customers Control Service Delivery? Implications for Service Design
What do a Mongolian stir-fry restaurant and a medical lab providing home testing solutions have in common? They are both innovative services that base their success on customers controlling part of the service delivery. These providers allow service tasks to be performed by the customers as a means...
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| Format: | Article |
| Language: | English |
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Wiley-Blackwell
2019
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| Online Access: | View Fulltext in Publisher |