The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures
Open accessAbstract
Emergent perspectives in marketing highlight new opportunities for co-opting customers as a means to define and cocreate value through their participation. This study delineates and empirically tests hypotheses regarding the effects of customer participation (CP) on value creation and satisfaction for both customers and employees with different cultural value orientations in the context of professional financial services. Using data collected from 349 pairs of customers and service employees in two national groups (Hong Kong and the United States) of a global financial institution, this study examines how (1) CP drives performance outcomes (i.e., customer satisfaction, employee job satisfaction, and employee job performance) through the creation of economic and relational values and (2) the effects of CP on value creation depend on participants’ cultural value orientations. Promoting CP could be a double-edged sword for firms: CP enhances customers’ economic value attainment and strengthens the relational bond between customers and employees, but it also increases employees’ job stress and hampers their job satisfaction. Moreover, the effects of CP on value creation depend on the cultural values of both customers and service employees; this result implies that arranging customers and service employees with “matched” cultural value orientations could facilitate the creation of value through CP.
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Citations
Cites
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“In the service process, CP challenges customers’ and service employees’ roles and scripts (Solomon et al. 1985); a patient who actively participates in making decisions about the best treatment is no longer a passive receiver but an active cocreator of health care services.”
Background
Cited by
Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015) · Journal of Service Research · doi:10.1177/1094670515572128 · Cited by 442
N. Bolton, R., Gustafsson, A., McColl-Kennedy, J., J. Sirianni, N., & K. Tse, D. (2014) · Journal of Service Management · doi:10.1108/josm-01-2014-0034 · Cited by 312
Metadata
- Authors
- Chan, K. W., Yim, C. K. (., & Lam, S. S. K.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2010-05
- Volume
- 74
- Issue
- 3
- Pages
- 48-64
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W4235459023
- Cited by
- 1,081
- References
- 12
- FWCI
- 102.14
- Type
- journal article
- Language
- en
- Open access
- green
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- Chan, K. W., Yim, C. K. (., & Lam, S. S. K. (2010). Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures. Journal of Marketing. https://doi.org/10.1509/jmkg.74.3.048
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
