Enhancing Customer Self-efficacy in Co-producing Service Experiences Case Solution

The service sector depends on the willingness of customers to bring their knowledge, skills and abilities to co-produce experiences of services they want and expect. Service organizations are trying to use strategies to improve the capacity of their clients to do what they need to succeed in the co-production of these experiences. Applying the concept of self-efficacy, based on the theory of the development of these strategies that companies can use the approach proposed approach. These strategies involve focusing both employee training and environmental cues on how to improve customer self-efficacy in performing all necessary steps to successfully experience the service tasks.
by
Robert C. Ford,
Duncan R. Dickson
Source: Business Horizons
10 pages.
Date Posted: March 15, 2012. Prod #: BH470-PDF-ENG
Improve customer service experiences Case efficacy of co-production solutions

Enhancing Customer Self-efficacy in Co-producing Service Experiences Case Solution
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