From recipient to contributor: examining customer roles and experienced outcomes

Authors :: Lengnick-Hall, Cynthia A.
Claycomb, Vincentia
Inks, Lawrence W.
Source :: European Journal of Marketing. March-April, 2000, Vol. 34 Issue 3-4, p359, 25 p.
Publication Year :: 2000
Abstract: Customers can influence the customer service operations of the companies that they purchase goods and services from. Managers of these companies must determine how to benefit from this information.

Subjects :: Consumer preferences -- Influence
Customer service -- Management
Advertising, marketing and public relations
Business
Business, general

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