Customer participation in services: domain, scope, and boundaries

Dong, Beibei; Sivakumar, K.

doi:10.1007/s11747-017-0524-y

Cited by 265Service and Product InnovationCustomer Service Quality and LoyaltyDigital Marketing and Social Media

Customer participation in services: domain, scope, and boundaries

Dong, Beibei, Sivakumar, K.·2017·Journal of the Academy of Marketing Science

DOI 10.1007/s11747-017-0524-y

Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1007/s11747-017-0524-y

Cites

148 of 148 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Dong and Sivakumar (2017) developed a typology of customer participation, using dimensions drawn from resource-based theory, to address the fundamental resource deployment questions of whether there is a choice in terms of who performs a task and what task is performed.
“For example, to examine the boundaries of resource integration, Dong and Sivakumar (2017) developed a typology of customer participation, using dimensions drawn from resource-based theory, to address the fundamental resource deployment questions of whether there is a choice in terms of who performs a task and what task is performed (Kozlenkova et al. 2014).”
From Designing conceptual articles: four approaches (2020) · cites this paper as Dong and Sivakumar (2017)

Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779 · see citing works
Harvard business review
(1993) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(93)92196-5 · Cited by 12,205 · see citing works
Service-dominant logic: continuing the evolution
Vargo, S. L., & Lusch, R. F. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0069-6 · Cited by 7,824 · see citing works
Lead Users: A Source of Novel Product Concepts
von Hippel, E. (1986) · Management Science · doi:10.1287/mnsc.32.7.791 · Cited by 4,654 · see citing works
Customer Engagement
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011) · Journal of Service Research · doi:10.1177/1094670511411703 · Cited by 4,036 · see citing works
Institutions and axioms: an extension and update of service-dominant logic
Vargo, S. L., & Lusch, R. F. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0456-3 · Cited by 3,869 · see citing works
Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536 · see citing works
WORK ENGAGEMENT: A QUANTITATIVE REVIEW AND TEST OF ITS RELATIONS WITH TASK AND CONTEXTUAL PERFORMANCE
CHRISTIAN, M. S., GARZA, A. S., & SLAUGHTER, J. E. (2011) · Personnel Psychology · doi:10.1111/j.1744-6570.2010.01203.x · Cited by 2,903 · see citing works
Critical service logic: making sense of value creation and co-creation
Grönroos, C., & Voima, P. (2012) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-012-0308-3 · Cited by 2,580 · see citing works
Classifying Services to Gain Strategic Marketing Insights
Lovelock, C. H. (1983) · Journal of Marketing · doi:10.1177/002224298304700303 · Cited by 1,996 · see citing works
The Voice of the Customer
Griffin, A., & Hauser, J. R. (1993) · Marketing Science · doi:10.1287/mksc.12.1.1 · Cited by 1,970 · see citing works
Customer engagement: the construct, antecedents, and consequences
Pansari, A., & Kumar, V. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0485-6 · Cited by 1,861 · see citing works
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W., III (2005) · Journal of Marketing · doi:10.1509/jmkg.69.2.61.60759 · Cited by 1,741 · see citing works
Customer value co-creation behavior: Scale development and validation
Yi, Y., & Gong, T. (2012) · Journal of Business Research · doi:10.1016/j.jbusres.2012.02.026 · Cited by 1,679 · see citing works
The Service-dominant Logic of Marketing: Dialog, Debate, and Directions
Lusch, R. F., Vargo, S. L., Bolton, R. N., & Webster, F. E. (2006) · Cited by 1,671 · see citing works
A Framework for Conceptual Contributions in Marketing
MacInnis, D. J. (2011) · Journal of Marketing · doi:10.1509/jmkg.75.4.136 · Cited by 1,547 · see citing works
Psychological Implications of Customer Participation in Co-Production
Bendapudi, N. M., & Leone, R. P. (2003) · Journal of Marketing · doi:10.1509/jmkg.67.1.14.18592 · Cited by 1,491 · see citing works
Customer voluntary performance: Customers as partners in service delivery
Bettencourt, L. A. (1997) · Journal of Retailing · doi:10.1016/s0022-4359(97)90024-5 · Cited by 1,338 · see citing works
Value co-creation: concept and measurement
Ranjan, K. R., & Read, S. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-014-0397-2 · Cited by 1,276 · see citing works
Customer experience management: toward implementing an evolving marketing concept
Homburg, C., Jozić, D., & Kuehnl, C. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0460-7 · Cited by 1,135 · see citing works
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures
Chan, K., Yim, C., & Lam, S. S. K. (2010) · Journal of Marketing · doi:10.1509/jmkg.74.3.048 · Cited by 1,125 · see citing works
Health Care Customer Value Cocreation Practice Styles
McColl‐Kennedy, J. R., Vargo, S. L., Dagger, T. S., Sweeney, J., & van Kasteren, Y. (2012) · Journal of Service Research · doi:10.1177/1094670512442806 · Cited by 1,123 · see citing works
Toward a theory of customer engagement marketing
Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0509-2 · Cited by 1,088 · see citing works
S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0494-5 · Cited by 1,051 · see citing works
The IKEA effect: When labor leads to love
Norton, M. I., Mochon, D., & Ariely, D. (2012) · Journal of Consumer Psychology · doi:10.1016/j.jcps.2011.08.002 · Cited by 1,049 · see citing works
A descriptive model of the consumer co-production process
Etgar, M. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0061-1 · Cited by 1,010 · see citing works
Co-production and customer loyalty in financial services
Auh, S., Bell, S., McLeod, C., & Shih, E. (2007) · Journal of Retailing · doi:10.1016/j.jretai.2007.03.001 · Cited by 985 · see citing works
Service, value networks and learning
Lusch, R. F., Vargo, S. L., & Tanniru, M. R. (2009) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-008-0131-z · Cited by 984 · see citing works
Customer contributions and roles in service delivery
Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997) · International Journal of Service Industry Management · doi:10.1108/09564239710185398 · Cited by 968 · see citing works
What Do We Mean By “Civic Engagement”?
Adler, R. P., & Goggin, J. (2005) · Journal of Transformative Education · doi:10.1177/1541344605276792 · Cited by 911 · see citing works
Resource-based theory in marketing
Kozlenkova, I. V., Samaha, S. A., & Palmatier, R. W. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-013-0336-7 · Cited by 882 · see citing works
Some Possible Antecedents and Consequences of In-Role and Extra-Role Salesperson Performance
MACKENZIE, S. B., Podsakoff, P. M., & Ahearne, M. (1998) · Journal of Marketing · doi:10.2307/1251745 · Cited by 861 · see citing works
Classifying Services to Gain Strategic Marketing Insights
Lovelock, C. H. (1983) · Journal of Marketing · doi:10.2307/1251193 · Cited by 834 · see citing works
Customer Contributions to Quality: A Different View of the Customer-Oriented Firm
Lengnick‐Hall, C. A. (1996) · Academy of Management Review · doi:10.5465/amr.1996.9702100315 · Cited by 790 · see citing works
Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem solving process
Aarikka‐Stenroos, L., & Jaakkola, E. (2011) · Industrial Marketing Management · doi:10.1016/j.indmarman.2011.11.008 · Cited by 771 · see citing works
New products management
Morone, J. G. (1993) · Journal of Engineering and Technology Management · doi:10.1016/0923-4748(93)90075-t · Cited by 769 · see citing works
The “I Designed It Myself” Effect in Mass Customization
Franke, N., Schreier, M., & Kaiser, U. (2009) · Management Science · doi:10.1287/mnsc.1090.1077 · Cited by 762 · see citing works
The effects of customer participation in co-created service recovery
Dong, B., Evans, K. R., & Zou, S. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0059-8 · Cited by 755 · see citing works
Self-citation
New Products Management
Crawford, C. M., & Benedetto, C. A. D. (1987) · Cited by 735 · see citing works
Interactions in virtual customer environments: Implications for product support and customer relationship management
Nambisan, S., & Baron, R. A. (2007) · Journal of Interactive Marketing · doi:10.1002/dir.20077 · Cited by 686 · see citing works
Testing the Value of Customization: When Do Customers Really Prefer Products Tailored to Their Preferences?
Franke, N., Keinz, P., & Steger, C. J. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.5.103 · Cited by 678 · see citing works
Trying to prosume: toward a theory of consumers as co-creators of value
Xie, C., Bagozzi, R. P., & Troye, S. V. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0060-2 · Cited by 675 · see citing works
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures
Chan, K. W., Yim, C. K., & Lam, S. S. K. (2010) · Journal of Marketing · doi:10.1509/jmkg.74.3.48 · Cited by 663 · see citing works
Customer Participation and the Trade-Off Between New Product Innovativeness and Speed to Market
Fang, E. (2008) · Journal of Marketing · doi:10.1509/jmkg.72.4.90 · Cited by 651 · see citing works
The role of employee effort in satisfaction with service transactions
Mohr, L. A., & Bitner, M. J. (1995) · Journal of Business Research · doi:10.1016/0148-2963(94)00049-k · Cited by 614 · see citing works
Developments in Marketing Science
King, R. C. (1992) · Cited by 589 · see citing works
A Framework for Conceptual Contributions in Marketing
MacInnis, D. J. (2019) · Edward Elgar Publishing eBooks · doi:10.4337/9781788113700.00018 · Cited by 581 · see citing works
The Service-Dominant Logic of Marketing
Lusch, R. F., & Vargo, S. L. (2014) · doi:10.4324/9781315699035 · Cited by 546 · see citing works
Production-Line Approach to Service
Levitt, T. (2012) · Springer eBooks · doi:10.1007/978-3-642-27922-5_20 · Cited by 537 · see citing works
Service-Dominant Logic: Premises, Perspectives, Possibilities
Lusch, R. F., & Vargo, S. L. (2014) · Cited by 516 · see citing works
The Effectiveness of Customer Participation in New Product Development: A Meta-Analysis
Chang, W., & Taylor, S. A. (2015) · Journal of Marketing · doi:10.1509/jm.14.0057 · Cited by 515 · see citing works
Service-Dominant Logic: What It Is, What It Is Not, What It Might Be
Vargo, S. L., & Lusch, R. F. (2014) · Routledge eBooks · doi:10.4324/9781315699035-11 · Cited by 515 · see citing works
Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance
Cui, A. S., & Wu, F. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0433-x · Cited by 508 · see citing works
Exploring value propositions and service innovation: a service-dominant logic study
Skålén, P., Gummerus, J. K., von Koskull, C., & Magnusson, P. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-013-0365-2 · Cited by 479 · see citing works
Impact of Participative Service Relationships on Quality, Satisfaction and Retention
Ennew, C., & Binks, M. R. (1999) · Journal of Business Research · doi:10.1016/s0148-2963(98)00016-2 · Cited by 470 · see citing works
Creating new markets through service innovation
Berry, L. L., Parish, J. T., Cadwallader, S., Shankar, V., & Dotzel, T. (2006) · Dialnet (Universidad de la Rioja) · Cited by 464 · see citing works
The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors
McKeen, J. D., Guimãrães, T., & Wetherbe, J. C. (1994) · MIS Quarterly · doi:10.2307/249523 · Cited by 463 · see citing works
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
Curran, J., Meuter, M., & Surprenant, C. F. (2003) · Journal of Service Research · doi:10.1177/1094670502238916 · Cited by 445 · see citing works
Customer Effort in Value Cocreation Activities: Improving Quality of Life and Behavioral Intentions of Health Care Customers
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015) · Journal of Service Research · doi:10.1177/1094670515572128 · Cited by 442 · see citing works
Interactive Services: A Framework, Synthesis and Research Directions
Bolton, R. N., & Saxena-Iyer, S. (2009) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2008.11.002 · Cited by 424 · see citing works
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting
Weijters, B., Rangarajan, D., Falk, T., & Schillewaert, N. (2007) · Journal of Service Research · doi:10.1177/1094670507302990 · Cited by 415 · see citing works
Influence of customer participation on creating and sharing of new product value
Fang, E., Palmatier, R. W., & Evans, K. R. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0082-9 · Cited by 414 · see citing works
Self-service consumer: An exploratory study.
Bateson, J. (1985) · Journal of Retailing · Cited by 397 · see citing works
Blueprinting the service company
Fließ, S., & Kleinaltenkamp, M. (2002) · Journal of Business Research · doi:10.1016/s0148-2963(02)00273-4 · Cited by 395 · see citing works
The Value of Customer Cocreated Knowledge during the Innovation Process
Mahr, D., Lievens, A., & Blažević, V. (2013) · Journal of Product Innovation Management · doi:10.1111/jpim.12116 · Cited by 376 · see citing works
Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
Yi, Y., Nataraajan, R., & Gong, T. (2010) · Journal of Business Research · doi:10.1016/j.jbusres.2009.12.007 · Cited by 365 · see citing works
Customer co-creation in service innovation: a matter of communication?
Gustafsson, A., Kristensson, P., & Witell, L. (2012) · Journal of service management · doi:10.1108/09564231211248426 · Cited by 354 · see citing works
Innovation and business success: The mediating role of customer participation
Ngo, L. V., & O’Cass, A. (2012) · Journal of Business Research · doi:10.1016/j.jbusres.2012.03.009 · Cited by 353 · see citing works
Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy
Yim, C., Chan, K., & Lam, S. S. K. (2012) · Journal of Marketing · doi:10.1509/jm.11.0205 · Cited by 345 · see citing works
The dark side of customer co-creation: exploring the consequences of failed co-created services
Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-014-0387-4 · Cited by 326 · see citing works
Consequences of Forcing Consumers to Use Technology-Based Self-Service
Reinders, M. J., Dabholkar, P. A., & Frambach, R. T. (2008) · Journal of Service Research · doi:10.1177/1094670508324297 · Cited by 319 · see citing works
Customer positivity and participation in services: an empirical test in a health care context
Gallan, A. S., Jarvis, C. B., Brown, S. W., III, & Bitner, M. J. (2012) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-012-0307-4 · Cited by 312 · see citing works
Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?
Roggeveen, A. L., Tsiros, M., & Grewal, D. (2011) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-011-0274-1 · Cited by 302 · see citing works
Customer participation and value creation: a systematic review and research implications
Mustak, M., Jaakkola, E., & Halinen, A. (2013) · Managing Service Quality: An International Journal · doi:10.1108/msq-03-2013-0046 · Cited by 302 · see citing works
The Innovation Effect of User Design: Exploring Consumers’ Innovation Perceptions of Firms Selling Products Designed by Users
Schreier, M., Fuchs, C., & Dahl, D. W. (2012) · Journal of Marketing · doi:10.1509/jm.10.0462 · Cited by 297 · see citing works
Consumer Participation in Coproduction: “I Made it Myself” Effects on Consumers’ Sensory Perceptions and Evaluations of Outcome and Input Product
Troye, S. V., & Supphellen, M. (2011) · Journal of Marketing · doi:10.1509/jm.10.0205 · Cited by 284 · see citing works
Customer Participation In Service Specification And Delivery
Cermak, D. S. P., File, K. M., & Prince, R. A. (2011) · Journal of Applied Business Research (JABR) · doi:10.19030/jabr.v10i2.5942 · Cited by 281 · see citing works
Co-production and its effects on service innovation
Chen, J., Tsou, H., & Ching, R. K. H. (2011) · Industrial Marketing Management · doi:10.1016/j.indmarman.2011.03.001 · Cited by 273 · see citing works
Build the co-creative enterprise.
Ramaswamy, V., & Gouillart, F. (2010) · PubMed · Cited by 272 · see citing works
Institutional logics matter when coordinating resource integration
Edvardsson, B., Kleinaltenkamp, M., Tronvoll, B., McHugh, P., & Windahl, C. (2014) · Marketing Theory · doi:10.1177/1470593114534343 · Cited by 260 · see citing works
Consumer participation in using online recommendation agents: Effects on satisfaction, trust, and purchase intentions
Dabholkar, P. A., & Sheng, X. (2012) · The Service Industries Journal · doi:10.1080/02642069.2011.624596 · Cited by 256 · see citing works
On the relationship between customer participation and satisfaction: two frameworks
Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997) · International Journal of Service Industry Management · doi:10.1108/09564239710185406 · Cited by 244 · see citing works
Participative customers as partial employees and service provider workload
Hsieh, A., Yen, C., & Chin, K. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532501 · Cited by 244 · see citing works
All That is Users Might Not be Gold: How Labeling Products as User Designed Backfires in the Context of Luxury Fashion Brands
Fuchs, C., Prandelli, E., Schreier, M., & Dahl, D. W. (2013) · Journal of Marketing · doi:10.1509/jm.11.0330 · Cited by 235 · see citing works
Complementing Mass Customization Toolkits with User Communities: How Peer Input Improves Customer Self‐Design*
Franke, N., Keinz, P., & Schreier, M. (2008) · Journal of Product Innovation Management · doi:10.1111/j.1540-5885.2008.00321.x · Cited by 233 · see citing works
Fix It or Leave It? Customer Recovery from Self-service Technology Failures
Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2013) · Journal of Retailing · doi:10.1016/j.jretai.2012.10.004 · Cited by 232 · see citing works
Self-citation
The Customer As A Productive Resource: A Pilot Study and Strategic Implications
Claycomb, C., Lengnick‐Hall, C. A., & Inks, L. W. (1970) · Journal of Business Strategies · doi:10.54155/jbs.18.1.47-70 · Cited by 221 · see citing works
Effect of Customer Participation on Service Outcomes
Dong, B., Sivakumar, K., Evans, K. R., & Zou, S. (2014) · Journal of Service Research · doi:10.1177/1094670514551727 · Cited by 218 · see citing works
Self-citation
Bolstering and restoring feelings of competence via the IKEA effect
Daniel Mochon, B., Norton, M. I., & Ariely, D. (2012) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2012.05.001 · Cited by 216 · see citing works
Consumer-Generated Ads: Does Awareness of Advertising Co-Creation Help or Hurt Persuasion?
Thompson, D. V., & Malaviya, P. (2013) · Journal of Marketing · doi:10.1509/jm.11.0403 · Cited by 211 · see citing works
Acta Non Verba? The Role of Customer Participation and Word of Mouth in the Relationship Between Service Firms’ Customer Satisfaction and Sales Performance
Eisingerich, A. B., Auh, S., & Merlo, O. (2013) · Journal of Service Research · doi:10.1177/1094670513490836 · Cited by 197 · see citing works
Research Note—User Design of Customized Products
Randall, T. R., Terwiesch, C., & Ulrich, K. T. (2007) · Marketing Science · doi:10.1287/mksc.1050.0116 · Cited by 192 · see citing works
Theorizing about the service dominant logic: The bridging role of middle range theory
Brodie, R. J., Saren, M., & Pels, J. (2011) · Marketing Theory · doi:10.1177/1470593110393714 · Cited by 191 · see citing works
Customer participation and citizenship behavior effects on turnover intention
Revilla‐Camacho, M., Vega‐Vázquez, M., & Cossío‐Silva, F. (2015) · Journal of Business Research · doi:10.1016/j.jbusres.2015.02.004 · Cited by 188 · see citing works
Loyalty programs and a sense of community
Rosenbaum, M. S., Ostrom, A. L., & Kuntze, R. (2005) · Journal of Services Marketing · doi:10.1108/08876040510605253 · Cited by 185 · see citing works
The Impact of Customer Community Participation on Customer Behaviors: An Empirical Investigation
Algesheimer, R., Borle, S., Dholakia, U. M., & Singh, S. S. (2010) · Marketing Science · doi:10.1287/mksc.1090.0555 · Cited by 183 · see citing works
To Each His Own? How Comparisons with Others Influence Consumers’ Evaluations of Their Self-Designed Products
Moreau, C., & Herd, K. B. (2009) · Journal of Consumer Research · doi:10.1086/644612 · Cited by 180 · see citing works
Co-creating service experience practices
McColl‐Kennedy, J. R., Cheung, L., & Ferrier, E. (2015) · Journal of service management · doi:10.1108/josm-08-2014-0204 · Cited by 179 · see citing works
Does Knowledge Base Compatibility Help or Hurt Knowledge Sharing between Suppliers in Coopetition? the Role of Customer Participation
Ho, H., & Ganesan, S. (2013) · Journal of Marketing · doi:10.1509/jm.11.0570 · Cited by 179 · see citing works
The impact of customer participation and service expectation on Locus attributions following service failure
Yen, H. R., Gwinner, K. P., & Su, W. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410523312 · Cited by 176 · see citing works
The Emergent Field of Organizational Frontlines
Singh, J., Brady, M. K., Arnold, T. J., & Brown, T. J. (2016) · Journal of Service Research · doi:10.1177/1094670516681513 · Cited by 176 · see citing works
Executing on a customer engagement strategy
Venkatesan, R. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0513-6 · Cited by 160 · see citing works
A General Framework for Explaining Internal vs. External Exchange
Lusch, R. F., Brown, S. W., III, & Brunswick, G. J. (1992) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723452 · Cited by 159 · see citing works
Coproduction of Transformative Services as a Pathway to Improved Consumer Well-Being
Mende, M., & van Doorn, J. (2014) · Journal of Service Research · doi:10.1177/1094670514559001 · Cited by 159 · see citing works
Consumer Involvement in Relationship Marketing of Services
Varki, S., & Wong, S. (2003) · Journal of Service Research · doi:10.1177/1094670503254287 · Cited by 148 · see citing works
Service-dominant logic and resource theory
Arnould, E. J. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0072-y · Cited by 143 · see citing works
Patient value co-creation in online health communities: Social identity effects on customer knowledge contributions and membership continuance intentions in online health communities
Zhao, J., Wang, T., & Fan, X. (2015) · Journal of Service Management · doi:10.1108/josm-12-2013-0344 · Cited by 142 · see citing works
It's the thought (and the Effort) That Counts: How Customizing for others Differs from Customizing for Oneself
Moreau, C., Bonney, L., & Herd, K. B. (2011) · Journal of Marketing · doi:10.1509/jmkg.75.5.120 · Cited by 142 · see citing works
Engaging Customers in Coproduction Processes: How Value-Enhancing and Intensity-Reducing Communication Strategies Mitigate the Negative Effects of Coproduction Intensity
Haumann, T., Güntürkün, P., Edinger‐Schons, L. M., & Wieseke, J. (2015) · Journal of Marketing · doi:10.1509/jm.14.0357 · Cited by 141 · see citing works
Comment: Customer Engagement
Bolton, R. N. (2011) · Journal of Service Research · doi:10.1177/1094670511414582 · Cited by 141 · see citing works
A self-determination theory perspective on customer participation in service development
Engström, J., & Elg, M. (2015) · Journal of Services Marketing · doi:10.1108/jsm-01-2015-0053 · Cited by 135 · see citing works
USER DESIGN OF CUSTOMIZED PRODUCTS
Randall, T. R., Terwiesch, C., & Ulrich, K. T. (2007) · Cited by 132 · see citing works
Consumer participation in the design and realization stages of production: How self-production shapes consumer evaluations and relationships to products
Atakan, S. S., Bagozzi, R. P., & Yoon, C. (2014) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2014.05.003 · Cited by 117 · see citing works
The Timing of Codevelopment Alliances in New Product Development Processes: Returns for Upstream and Downstream Partners
Fang, E., Lee, J., & Yang, Z. G. O. (2014) · Journal of Marketing · doi:10.1509/jm.13.0490 · Cited by 117 · see citing works
The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective
Youngdahl, W. E., & Kellogg, D. L. (1997) · Journal of Operations Management · doi:10.1016/s0272-6963(96)00097-6 · Cited by 114 · see citing works
Customer participation management: Developing a comprehensive framework and a research agenda
Mustak, M., Jaakkola, E., Halinen, A., & Kaartemo, V. (2016) · Journal of service management · doi:10.1108/josm-01-2015-0014 · Cited by 114 · see citing works
Response: Advancing and Consolidating Knowledge About Customer Engagement
Brodie, R. J., & Hollebeek, L. D. (2011) · Journal of Service Research · doi:10.1177/1094670511415523 · Cited by 113 · see citing works
Online customer engagement
Hammedi, W., Kandampully, J. A., Zhang, T., & Bouquiaux, L. (2015) · Journal of service management · doi:10.1108/josm-11-2014-0295 · Cited by 104 · see citing works
Show you care: initiating co-creation in service recovery
Xu, Y., Marshall, R., Edvardsson, B., & Tronvoll, B. (2014) · Journal of service management · doi:10.1108/josm-11-2012-0253 · Cited by 104 · see citing works
Revisiting customer participation in service encounters: does culture matter?
Youngdahl, W. E., Kellogg, D. L., Nie, W., & Bowen, D. E. (2002) · Journal of Operations Management · doi:10.1016/s0272-6963(02)00070-0 · Cited by 99 · see citing works
Effects of positive customer-to-customer service interaction
Yoo, J., Arnold, T. J., & Frankwick, G. (2012) · Journal of Business Research · doi:10.1016/j.jbusres.2011.10.028 · Cited by 95 · see citing works
The impact of customer participation on NPD performance: the mediating role of inter‐organisation relationship
Lin, M. J., & Huang, C. (2012) · Journal of Business and Industrial Marketing · doi:10.1108/08858621311285679 · Cited by 93 · see citing works
Nonlinear and asymmetric returns on customer satisfaction: do they vary across situations and consumers?
Eisenbeiß, M., Cornelißen, M., Backhaus, K., & Hoyer, W. D. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-013-0366-1 · Cited by 88 · see citing works
Satisfaction in the context of customer co‐production: A behavioral involvement perspective
Hunt, D. M., Geiger‐Oneto, S., & Varca, P. E. (2012) · Journal of Consumer Behaviour · doi:10.1002/cb.1370 · Cited by 85 · see citing works
A re-examination of the antecedents and impact of customer participation in service
Wu, C. H. (2010) · Service Industries Journal · doi:10.1080/02642060902960768 · Cited by 84 · see citing works
Managing customers as employees of the firm
Halbesleben, J., & Buckley, M. (2004) · Personnel Review · doi:10.1108/00483480410528878 · Cited by 81 · see citing works
Defective co-creation: Developing a typology of consumer dysfunction in professional services
Greer, D. A. (2015) · European Journal of Marketing · doi:10.1108/ejm-07-2012-0411 · Cited by 76 · see citing works
Serving yourself: value self-creation in health care service
Zainuddin, N., Tam, L., & McCosker, A. (2016) · Journal of Services Marketing · doi:10.1108/jsm-02-2016-0075 · Cited by 75 · see citing works
Value cocreation at its peak: the asymmetric relationship between coproduction and loyalty
Stokburger-Sauer, N. E., Scholl‐Grissemann, U., Teichmann, K., & Wetzels, M. G. M. (2016) · Journal of service management · doi:10.1108/josm-10-2015-0305 · Cited by 68 · see citing works
Cocreation Culture in Health Care Organizations
Sharma, S., & Conduit, J. (2016) · Journal of Service Research · doi:10.1177/1094670516666369 · Cited by 65 · see citing works
Customer and employee co-creation of radical service innovations
Melton, H. L., & Hartline, M. D. (2015) · Journal of Services Marketing · doi:10.1108/jsm-02-2014-0048 · Cited by 63 · see citing works
Deconstructing the value proposition of an innovation exemplar
Payne, A., & Frow, P. (2014) · European Journal of Marketing · doi:10.1108/ejm-09-2011-0504 · Cited by 61 · see citing works
How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service
Bone, S. A., Fombelle, P. W., Ray, K. R., & Lemon, K. N. (2014) · Journal of Service Research · doi:10.1177/1094670514537710 · Cited by 57 · see citing works
The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology
Bhappu, A. D., & Schultze, U. (2006) · Journal of Service Research · doi:10.1177/1094670506286571 · Cited by 53 · see citing works
Recovering Coproduced Service Failures
Dong, B., Sivakumar, K., Evans, K., & Zou, S.-M. (2016) · Journal of Service Research · doi:10.1177/1094670516630624 · Cited by 52 · see citing works
Self-citation
Trading Effort for Money
Xia, L., & Suri, R. (2013) · Journal of Service Research · doi:10.1177/1094670513507338 · Cited by 50 · see citing works
Co-production of service experiences: insights from the cultural sector
Minkiewicz, J., Brïdson, K., & Evans, J. (2016) · Journal of Services Marketing · doi:10.1108/jsm-04-2015-0156 · Cited by 50 · see citing works
A process-output classification for customer participation in services
Dong, B., & Sivakumar, K. (2015) · Journal of service management · doi:10.1108/josm-01-2015-0005 · Cited by 44 · see citing works
Self-citation
How a customer participates matters: “I am producing” versus “I am designing”
Dong, B. (2015) · Journal of Services Marketing · doi:10.1108/jsm-01-2015-0020 · Cited by 43 · see citing works
Self-citation
To Choose or to Reject: The Effect of Decision Frame on Food Customization Decisions
Nagpal, A., Lei, J., & Khare, A. (2015) · Journal of Retailing · doi:10.1016/j.jretai.2014.12.001 · Cited by 36 · see citing works
Repurchase loyalty for customer social co-creation e-marketplaces
Kang, J. M. (2014) · Journal of Fashion Marketing and Management · doi:10.1108/jfmm-06-2013-0083 · Cited by 33 · see citing works
Enhancing theory development in service research
Brodie, R. J., & Gustafsson, A. (2016) · Journal of service management · doi:10.1108/josm-03-2015-0097 · Cited by 25 · see citing works
Personality, Personal Values, and Consumer Participation in Self‐Production: The Case of Home Meal Preparation
Huynh, M. T. X., & Olsen, S. O. (2015) · Psychology and Marketing · doi:10.1002/mar.20812 · Cited by 20 · see citing works
Building-Up versus Paring-Down: Consumer Responses to Recommendations When Customizing
Coker, B. L. S., & Nagpal, A. (2013) · Journal of Retailing · doi:10.1016/j.jretai.2012.11.002 · Cited by 20 · see citing works
Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services
Amorim, M. P. C., Rosa, M. J., & SANTOS, S. A. D. (2014) · Organizacija · doi:10.2478/orga-2014-0015 · Cited by 18 · see citing works
The Robustness of the Effects of Consumers' Participation in Market Research: The Case of Service Quality Evaluations
Ofir, C., Simonson, I., & Yoon, S. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.6.105 · Cited by 17 · see citing works
Value Co-Creation: Factors Affecting Discretionary Effort Exertion
Aggarwal, P., & Basu, A. K. (2014) · Services Marketing Quarterly · doi:10.1080/15332969.2014.946876 · Cited by 16 · see citing works
Role configurations in the service provision process: empirical insights into co‐creation of value
Siltaloppi, J., & Nenonen, S. (2013) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-11-2012-0019 · Cited by 11 · see citing works

Flagged first, then by citations

Sorted by citations

Designing conceptual articles: four approaches
Jaakkola, E. (2020) · AMS Review · doi:10.1007/s13162-020-00161-0 · Cited by 2,258 · see citing works
“For example, to examine the boundaries of resource integration, Dong and Sivakumar (2017) developed a typology of customer participation, using dimensions drawn from resource-based theory, to address the fundamental resource deployment questions of whether there is a choice in terms of who performs…”
Method
Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda
Mustak, M., Salminen, J. O., Plé, L., & Wirtz, J. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.10.044 · Cited by 618 · see citing works
Customer engagement behaviours in social media: Capturing innovation opportunities
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018) · Journal of Services Marketing · doi:10.1108/jsm-02-2017-0059 · Cited by 345 · see citing works
Willingness to pay more for green products: The interplay of consumer characteristics and customer participation
Wei, S., Ang, T., & Jancenelle, V. E. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.08.015 · Cited by 349 · see citing works
Prosumption: bibliometric analysis using HistCite and VOSviewer
Shah, S. H. H., Lei, S., Ali, M., Doronin, D., & Hussain, S. T. (2019) · Kybernetes · doi:10.1108/k-12-2018-0696 · Cited by 284 · see citing works
The impact of value co-creation on hotel brand equity and customer satisfaction
González-Mansilla, O. L., Contrí, G. B., & Cantallops, A. S. (2019) · Tourism Management · doi:10.1016/j.tourman.2019.04.024 · Cited by 235 · see citing works
The Fifth Industrial Revolution: How Harmonious Human–Machine Collaboration is Triggering a Retail and Service [R]evolution
Noble, S. M., Mende, M., Grewal, D., & Parasuraman, A. (2022) · Journal of Retailing · doi:10.1016/j.jretai.2022.04.003 · Cited by 257 · see citing works
A review of customer citizenship behaviors in the service context
Gong, T., & Yi, Y. (2019) · Service Industries Journal · doi:10.1080/02642069.2019.1680641 · Cited by 195 · see citing works
Co-creating services—conceptual clarification, forms and outcomes
Oertzen, A.-S., Odekerken‐Schröder, G., Brax, S. A., & Mager, B. (2018) · Journal of service management · doi:10.1108/josm-03-2017-0067 · Cited by 185 · see citing works
Value co-creation through social innovation: A study of sustainable strategic alliance in telecommunication and financial services sectors in Bangladesh
Babu, M. M., Dey, B., Rahman, M., Roy, S., Alwi, S. F. S., & Kamal, M. (2020) · Industrial Marketing Management · doi:10.1016/j.indmarman.2020.06.003 · Cited by 146 · see citing works
When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation–Performance Link
Auh, S., Mengüç, B., Katsikeas, C. S., & Jung, Y. S. (2019) · Journal of Marketing Research · doi:10.1177/0022243719866408 · Cited by 135 · see citing works
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, R., Rawal, M., Wei, S., & Torres, J. L. S. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102058 · Cited by 118 · see citing works
Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour
Sheng, J. (2019) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2018.11.004 · Cited by 116 · see citing works
Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability
Boenigk, S., Kreimer, A. A., Becker, A., Alkire, L., Fisk, R. P., & Kabadayi, S. (2021) · Journal of Service Research · doi:10.1177/10946705211013386 · Cited by 113 · see citing works
Co-creation in tourism: a systematic mapping study
Mohammadi, F., Yazdani, H. R., Pour, M. J., & Soltani, M. (2020) · Tourism Review · doi:10.1108/tr-10-2019-0425 · Cited by 106 · see citing works
Systematic review on customer citizenship behavior: Clarifying the domain and future research agenda
Mitręga, M., Klézl, V., & Spáčil, V. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.11.029 · Cited by 96 · see citing works
Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery
Balaji, M. S., Jha, S., Sengupta, A. S., & Krishnan, B. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2018.01.023 · Cited by 85 · see citing works
Customer participation in service recovery: a meta-analysis
Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018) · Marketing Letters · doi:10.1007/s11002-018-9470-9 · Cited by 80 · see citing works
The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress
Blut, M., Heirati, N., & Schoefer, K. (2019) · Journal of Service Research · doi:10.1177/1094670519894643 · Cited by 78 · see citing works
Exploring the interplay between customer perceived brand value and customer brand co-creation behaviour dimensions
France, C., Grace, D., Iacono, J. L., & Carlini, J. J. (2020) · Journal of Brand Management · doi:10.1057/s41262-020-00194-7 · Cited by 70 · see citing works
A critical review on value co-creation: towards a contingency framework and research agenda
Wang, X., Wong, Y. D., Teo, C., & Yuen, K. F. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-11-2017-0209 · Cited by 68 · see citing works
Customer Engagement in Sport: An Updated Review and Research Agenda
McDonald, H., Biscaia, R., Yoshida, M., Conduit, J., & Doyle, J. P. (2022) · Journal of Sport Management · doi:10.1123/jsm.2021-0233 · Cited by 71 · see citing works
More is not always better: The impact of value co‐creation fit on B2B and B2C customer satisfaction
Gligor, D. M., & Maloni, M. J. (2021) · Journal of Business Logistics · doi:10.1111/jbl.12278 · Cited by 59 · see citing works
Customer participation in knowledge intensive business services: Perceived value outcomes from a dyadic perspective
Mustak, M. (2017) · Industrial Marketing Management · doi:10.1016/j.indmarman.2017.09.017 · Cited by 58 · see citing works
Customer self-determination in value co-creation
Shulga, L. V., & Busser, J. A. (2020) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2020-0093 · Cited by 52 · see citing works
Customer participation and service outcomes: mediating role of task-related affective well-being
Ajitha, A. A., Sharma, P., Kingshott, R. P. J., Maurya, U. K., & Kaur, A. (2019) · Journal of Services Marketing · doi:10.1108/jsm-10-2018-0288 · Cited by 52 · see citing works
Relationship between consumer participation behaviors and consumer stickiness on mobile short video social platform under the development of ICT: based on value co-creation theory perspective
Ren, J.-F., Yang, J.-L., Zhu, M.-Y., & Majeed, S. (2021) · Information Technology for Development · doi:10.1080/02681102.2021.1933882 · Cited by 44 · see citing works
Engaging the customer with augmented reality and employee services to enhance equity and loyalty
Butt, A. H., Ahmad, H., Ali, F., Muzaffar, A., & Shafique, M. N. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-04-2021-0165 · Cited by 49 · see citing works
Perceived cultural distance in intercultural service encounters: does customer participation matter?
Ang, T., Liou, R., & Wei, S. (2018) · Journal of Services Marketing · doi:10.1108/jsm-06-2017-0211 · Cited by 49 · see citing works
Institutional types and institutional change in healthcare ecosystems
Pop, O. M., Leroi‐Werelds, S., Roijakkers, N., & Andreassen, T. W. (2018) · Journal of service management · doi:10.1108/josm-02-2017-0041 · Cited by 48 · see citing works
A meta-analysis of the relationship between customer participation and brand outcomes
Nardi, V. A. M., Jardim, W. C., Ladeira, W. J., & Santini, F. D. O. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.06.017 · Cited by 49 · see citing works
Healthcare service users as resource integrators: investigating factors influencing the co-creation of value at individual, dyadic and systemic levels
Virlee, J., Hammedi, W., & van Riel, A. V. (2020) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2019-0154 · Cited by 37 · see citing works
The experience – economy revisited: an interdisciplinary perspective and research agenda
Chevtchouk, Y., Veloutsou, C., & Paton, R. (2021) · Journal of Product & Brand Management · doi:10.1108/jpbm-06-2019-2406 · Cited by 32 · see citing works
As the wheel turns toward the future of retailing
Babin, B. J., Feng, C., & Borges, A. (2021) · Journal of Marketing Theory and Practice · doi:10.1080/10696679.2020.1860688 · Cited by 39 · see citing works
When can B2B firms improve product innovation capability (PIC) through customer participation (CP)? The moderating role of inter-organizational relationships?
Zhang, J., & Zhu, M. (2018) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-09-2016-0214 · Cited by 44 · see citing works
Towards customer-induced service orchestration - requirements for the next step of customer orientation
Alt, R., Ehmke, J. F., Haux, R., Henke, T., Mattfeld, D. C., Oberweis, A., Paech, B., & Winter, A. (2019) · Electronic Markets · doi:10.1007/s12525-019-00340-3 · Cited by 48 · see citing works
Brand reputation and customer voluntary sharing behavior: the intervening roles of self-expressive brand perceptions and status seeking
Choi, L., & Burnham, T. A. (2020) · Journal of Product & Brand Management · doi:10.1108/jpbm-12-2019-2670 · Cited by 48 · see citing works
Implementing effective customer participation for hedonic and utilitarian services
Blinda, K., Schnittka, O., Sattler, H., & Gräve, J.-F. (2019) · Journal of Services Marketing · doi:10.1108/jsm-07-2018-0196 · Cited by 43 · see citing works
Facilitators and inhibitors of value co-creation in the industrial services environment
Bonamigo, A., Dettmann, B., Frech, C. G., & Werner, S. M. (2020) · Journal of Service Theory and Practice · doi:10.1108/jstp-03-2020-0061 · Cited by 42 · see citing works
Consumer cynicism in service failures
Tran, H., Strizhakova, Y., Usrey, B., & Johnson, S. G. B. (2021) · Psychology and Marketing · doi:10.1002/mar.21599 · Cited by 41 · see citing works
From service-dominant orientation to positive customer outcomes: a self-determination model in the custom travel service context
Li, M., Huang, S., Deng, A., Bai, B., & Zhou, S. (2021) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-05-2021-0563 · Cited by 40 · see citing works
Tourist participation, well-being and satisfaction: the mediating roles of service experience and tourist empowerment
Gupta, S., Mishra, O. N., & Kumar, S. (2022) · Current Issues in Tourism · doi:10.1080/13683500.2022.2091429 · Cited by 44 · see citing works
Customer participation in new product development: an Industry 4.0 perspective
Naeem, H. M., & Maria, E. D. (2021) · European Journal of Innovation Management · doi:10.1108/ejim-01-2021-0036 · Cited by 43 · see citing works
Customer value cocreation activities
Pham, T.-A. N., Sweeney, J., & Soutar, G. N. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2018-0163 · Cited by 39 · see citing works
Consumers on the Job: Contextualization Crafting in Expert Services
Azzari, C. N., Anderson, L., Mende, M., Jefferies, J. G., Downey, H., Ostrom, A. L., & Spanjol, J. (2021) · Journal of Service Research · doi:10.1177/10946705211012474 · Cited by 39 · see citing works
A Bit(coin) of happiness after a failure: An empirical examination of the effectiveness of cryptocurrencies as an innovative recovery tool
Nazifi, A., Murdy, S., Marder, B. L., Gäthke, J., & Shabani, B. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.11.012 · Cited by 37 · see citing works
Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective
Utkarsh, N. A., & Gupta, R. K. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102879 · Cited by 37 · see citing works
Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study
Ponsignon, F. (2022) · Journal of service management · doi:10.1108/josm-03-2021-0096 · Cited by 37 · see citing works
Engaging customers with employees in service encounters
Liang, H., Chu, C.-Y., & Lin, J. C. (2020) · Journal of service management · doi:10.1108/josm-06-2018-0175 · Cited by 39 · see citing works
Mapping Value Co-creation Literature in the Technology and Innovation Management Field: A Bibliographic Coupling Analysis
Sánchez, J. J. N., Ortiz‐de‐Urbina‐Criado, M., & Valentín, E. M. M. (2020) · Frontiers in Psychology · doi:10.3389/fpsyg.2020.588648 · Cited by 37 · see citing works
Demystifying consumer digital cocreated value: Social presence theory-informed framework and propositions
Hollebeek, L. D., Clark, M. K., & Macky, K. A. (2020) · Recherche et Applications en Marketing (English Edition) · doi:10.1177/2051570720961986 · Cited by 35 · see citing works
Customer readiness–customer participation link in e-services
Tuấn, N. M. (2021) · Service Industries Journal · doi:10.1080/02642069.2021.1946517 · Cited by 33 · see citing works
Digital Transformation and Firm Performance
Zhao, F., Meng, T., Wang, W., Alam, F., & Zhang, B. (2023) · Journal of Global Information Management · doi:10.4018/jgim.322104 · Cited by 45 · see citing works
A Network Analysis for Environmental Assessment in Wine Supply Chain
Maesano, G., Milani, M., Nicolosi, E., D’Amico, M., & Chinnici, G. (2022) · Agronomy · doi:10.3390/agronomy12010211 · Cited by 31 · see citing works
How does customer cooperation affect employees’ prosocial service behavior in upscale Chinese hotels? An affective social exchange perspective
Wang, Y., Zhang, Y., & Xu, F. Z. (2022) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-09-2021-1123 · Cited by 31 · see citing works
The relevance of participation Behavior, organizational Commitment, and attitudinal loyalty to the management of professional associations
Rad, C. J. R., & Vázquez, M. E. S. D. R. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.113324 · Cited by 31 · see citing works
The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction
Yu, Z., Yuan, Y., Su, J., & Xiao, Y. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102740 · Cited by 30 · see citing works
Just print it! The effects of self-printing a product on consumers’ product evaluations and perceived ownership
Wiecek, A., Wentzel, D., & Erkin, A. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00700-7 · Cited by 30 · see citing works
Lightening the dark side of customer participation – The mitigating role of relationship performance in business-to-business project contexts
Hurtak, S., Kashyap, V., & Ehret, M. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.10.041 · Cited by 29 · see citing works
“We Earned the Coupon Together”: The Missing Link of Experience Cocreation in Shared Coupons
Fang, E., Dong, B., Zhuang, M., & Cai, F. (2022) · Journal of Marketing · doi:10.1177/00222429221126990 · Cited by 28 · see citing works
Self-citation
Customer co-creation, COVID-19 and sustainable service outcomes
Sharma, P. (2021) · Benchmarking An International Journal · doi:10.1108/bij-10-2020-0541 · Cited by 28 · see citing works
Transformative value co-creation with older customers in e-services: Exploring the influence of customer participation on appreciation of digital affordances and well-being
Yu, Z., Su, J., Guo, H., Lee, J. Y., Xiao, Y., & Fu, M. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103022 · Cited by 32 · see citing works
Customer involvement and servitization in hybrid offerings: moderating role of digitalization and co-creation
Behl, A., Kamboj, S., Sarmah, B., Pereira, V. E., Sharma, K., Rammal, H. G., & Arrigo, E. (2023) · International Marketing Review · doi:10.1108/imr-11-2021-0325 · Cited by 28 · see citing works
Triad collaboration of hotel employers, employees and customers for service innovation in a changing world
Xie, L., Guan, X., Lin, X., & Huan, T.-C. T. C. (2020) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2020.03.008 · Cited by 27 · see citing works
Recovering co-created service failures: the missing link of perceived justice and ethicalness
Wei, S., Ang, T., & Anaza, N. A. (2019) · Journal of Services Marketing · doi:10.1108/jsm-02-2019-0080 · Cited by 27 · see citing works
Mindful co-creation of transformative service for better well-being
Quyen, M. T. M., Hau, L. N., & Thúy, P. N. (2020) · Service Business · doi:10.1007/s11628-020-00422-9 · Cited by 27 · see citing works
Navigating the demands of increasing customer participation through firm and individual job resources
Hoppner, J. J., Mills, P., & Griffith, D. A. (2021) · Industrial Marketing Management · doi:10.1016/j.indmarman.2021.07.003 · Cited by 26 · see citing works
Co-creating educational consumer journeys: A sensemaking perspective
Beverland, M. B., Cankurtaran, P., Micheli, P. G., & Wilner, S. J. S. (2023) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-023-00951-5 · Cited by 25 · see citing works
Customer Involvement in Innovation: A Review of Literature and Future Research Directions
Cui, A., & Wu, F. (2018) · Review of Marketing Research · doi:10.1108/s1548-643520180000015005 · Cited by 17 · see citing works
An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness
Cao, Z., Xiao, Q., Zhuang, W., & Wang, L. (2021) · Journal of Services Marketing · doi:10.1108/jsm-07-2020-0271 · Cited by 27 · see citing works
Fostering engagement among emotionally exhausted frontline employees in financial services sector
Sahi, G. K., Roy, S. K., & Singh, T. (2022) · Journal of Service Theory and Practice · doi:10.1108/jstp-08-2021-0175 · Cited by 28 · see citing works
Service failure and self-recovery in tech-based services: self-determination theory perspective
Chiu, Y. H., & Nguyen, D. M. (2022) · Service Industries Journal · doi:10.1080/02642069.2022.2104257 · Cited by 25 · see citing works
Gamification in the customer journey: a conceptual model and future research opportunities
Silva, J. H. O., Mendes, G. H. D. S., Teixeira, J., & Braatz, D. (2023) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2022-0142 · Cited by 25 · see citing works
Transforming customer brand engagement to co-creation value through participation energy and effort
Quyen, M. T. M., & Hau, L. N. (2021) · Service Business · doi:10.1007/s11628-021-00452-x · Cited by 25 · see citing works
Beyond a mediocre customer experience in the circular economy: The satisfaction of contributing to the ecological transition
Guyader, H., Ponsignon, F., Salignac, F., & Bojovic, N. (2022) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2022.134495 · Cited by 20 · see citing works
What drives customers’ participation behaviour? Unveiling the drivers of affective satisfaction and its impacts in the restaurant industry
Khalifa, G. S. A., Elshaer, A. M., Hussain, K., & Elnagar, A. K. (2024) · Journal of Hospitality and Tourism Insights · doi:10.1108/jhti-01-2024-0100 · Cited by 24 · see citing works
Customer participation antecedents, profiles and value-in-use goals in complex B2B service exchange
Prior, D. D., Keränen, J., & Koskela, S. (2019) · Industrial Marketing Management · doi:10.1016/j.indmarman.2019.02.005 · Cited by 23 · see citing works
Teach well, learn better - Customer involvement and new product performance in B2B markets: The role of desorptive and absorptive capacity
Najafi-Tavani, S., Naudé, P., Smith, P., & Gerashi, M. K. (2022) · Industrial Marketing Management · doi:10.1016/j.indmarman.2022.12.001 · Cited by 23 · see citing works
How does dysfunctional customer behavior affect employee turnover
Gong, T., & Wang, C. (2019) · Journal of Service Theory and Practice · doi:10.1108/jstp-04-2018-0081 · Cited by 23 · see citing works
Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume
Nicod, L., Llosa, S., & Bowen, D. E. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102069 · Cited by 22 · see citing works
Influence of customer participation from the employee perspective
Yoo, J., Chen, J., & Frankwick, G. L. (2020) · International Journal of Bank Marketing · doi:10.1108/ijbm-05-2020-0255 · Cited by 22 · see citing works
Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation
Bae, B. R. (2020) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-11-2019-0673 · Cited by 23 · see citing works
I am. Therefore, I will? Predicting customers' willingness to co-create using five-factor theory
Vermehren, P. D., Burmeister–Lamp, K., & Heidenreich, S. (2022) · Journal of service management · doi:10.1108/josm-03-2021-0088 · Cited by 22 · see citing works
When does boundary-spanner burnout connect participation and customer relationship performance? The role of the firm's network centrality and network density
Yeniaras, V., & Gölgeci̇, İ. (2023) · Industrial Marketing Management · doi:10.1016/j.indmarman.2023.04.011 · Cited by 22 · see citing works
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes
Bowen, D. E. (2024) · Journal of service management · doi:10.1108/josm-10-2023-0424 · Cited by 27 · see citing works
How an ethos of repair shapes material sustainability in services
Godfrey, D., & Price, L. L. (2023) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-023-00993-9 · Cited by 21 · see citing works
Moving Toward Collaborative Service Recovery: A Multiactor Orientation
Arsenovic, J. F., Edvardsson, B., & Tronvoll, B. (2019) · Service Science · doi:10.1287/serv.2019.0241 · Cited by 21 · see citing works
Customer effort in mandatory and voluntary value cocreation: a study in a health care context
Pham, T.-A. N., Sweeney, J., & Soutar, G. N. (2020) · Journal of Services Marketing · doi:10.1108/jsm-02-2020-0044 · Cited by 22 · see citing works
Give me a second life! Extending the life-span of luxury products through repair
Mrad, M., Semaan, R. W., Christodoulides, G., & Prandelli, E. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104055 · Cited by 20 · see citing works
The effect of mobile application-driven customer participation on bakery purchase behavior: Evidence from a field experiment
Jang, S., Chong, K., & Yoo, C. (2021) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2021.102865 · Cited by 20 · see citing works
Customer involvement in the new process innovation: antecedents, mediation and performance
Chang, Y., Chiu, W.-H., Wang, J., & Teng, M.-J. (2021) · European Journal of Innovation Management · doi:10.1108/ejim-09-2019-0268 · Cited by 19 · see citing works
Service co-creation on social media: varieties and measures among nonprofit organizations
Namisango, F., Kang, K., & Rehman, J. (2021) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2020-0146 · Cited by 18 · see citing works
Customer engagement strategies within family businesses in emerging economies: A multi-method study
Pereira, V. E., Laker, B., Bamel, U. K., Sharma, G. D., & Paul, H. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114508 · Cited by 23 · see citing works
Managing advertising agency client partnerships for value co-creation: Characteristics, categories, and challenges
Díaz‐Méndez, M., & Saren, M. (2018) · Marketing Theory · doi:10.1177/1470593118772214 · Cited by 18 · see citing works
Don’t give me just positive feedback: How positive and negative feedback can increase feedback-based goal setting and proactive customer service behavior
Mengüç, B., Auh, S., Ang, D., & Uray, N. (2024) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-024-01032-x · Cited by 17 · see citing works
Does well-being differ across customer value cocreation practice styles? An empirical study in a chronic health context
Pham, T.-A. N., Sweeney, J., & Soutar, G. N. (2021) · European Journal of Marketing · doi:10.1108/ejm-01-2020-0032 · Cited by 18 · see citing works
Cocreated brand value: theoretical model and propositions
Hollebeek, L. D., Clark, M. K., Hammedi, W., & Arvola, R. (2021) · Journal of Brand Management · doi:10.1057/s41262-021-00235-9 · Cited by 19 · see citing works
Engaging Business Customers Through Online Experiences in Different Cultures
Weiger, W. H. (2023) · Journal of International Marketing · doi:10.1177/1069031x231165234 · Cited by 17 · see citing works
The effects of innovation types and customer participation on organizational performance in complex services
Samuelsson, P. (2023) · European Journal of Marketing · doi:10.1108/ejm-11-2020-0810 · Cited by 21 · see citing works
Emergent Perspectives on Green Marketing: The Intertwining of Sustainability, Artificial Intelligence, and the Metaverse
Rathore, B. (2018) · International Journal of New Media Studies · doi:10.58972/eiprmj.v5i2y18.115 · Cited by 17 · see citing works

Authors: Dong, B., & Sivakumar, K.
Affiliations: Lehigh University (US)
Corresponding author: Dong, Beibei
ORCID: Dong, Beibei
Sivakumar, K.
Venue: Journal of the Academy of Marketing Science
Publisher: Springer Science and Business Media LLC
Published: 2017-04-07
Volume: 45
Issue: 6
Pages: 944-965
ISSN: 0092-0703 (ISSN-L)
1552-7824
DOI: 10.1007/s11747-017-0524-y
OpenAlex: W2604594381
Cited by: 265
References: 147
Citations by year: 2026: 21 · 2025: 20 · 2024: 22 · 2023: 35 · 2022: 37 · 2021: 46 · 2020: 37 · 2019: 25 · 2018: 20 · 2017: 2
FWCI: 41.58
Type: journal article
Language: en
Open access: closed
Licence: www.springer.com/tdm (unspecified)
Locations: Journal of the Academy of Marketing Science (publishedVersion)
RePEc: Research Papers in Economics (submittedVersion)
Funders: Marketing Science Institute
Topics: Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
Keywords: customer participation, service marketing, typology, mandatory participation, voluntary participation, co-production, co-creation, customer engagement, consumer innovation, conceptual clarity

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Customer participation in services: domain, scope, and boundaries

Integrity signals

Claims the paper makes

Claims other papers make about this one

Cites

Cited by

Related

Record

About these checks