顾客参与是一把“双刃剑”——顾客参与影响价值创造的研究述评

被引：62

作者：

范秀成

杜琰琰

机构：

[1] 复旦大学管理学院

来源：

管理评论 | 2012年 / 24卷 / 12期

关键词：

顾客参与; 服务生产率; 感知控制; 服务质量; 服务价值; 顾客满意度;

D O I：

10.14120/j.cnki.cn11-5057/f.2012.12.016

中图分类号：

F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

顾客参与对于价值创造至关重要。西方营销学者对顾客参与的概念维度,以及顾客参与带来的参与结果进行了初步探讨,尤其证实了顾客参与的各种积极效应。但是顾客参与在不同情境中也会表现出不利于价值创造的负面影响,从而导致顾客参与效果的不确定。本文指出顾客参与实际上是一把利弊并存的"双刃剑",更多地受到情境化因素的影响,未来研究可以在不同的服务领域服务情境中深层次挖掘顾客参与的效用。

引用

页码：64 / 71

页数：8

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