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What is Customer Involvement in Service Operations about?

Customers play an important role in service operations and their level of involvement can vary significantly between different types of services. When customers visit a service facility, their satisfaction is influenced by interactions with employees and the appearance and layout of the facility. Some services require customers to actively participate in the production process. Effectively managing customer participation requires viewing customers as "partial employees" and using human resource strategies t

Author

Johnrey Bandiola

Language

EN