期刊名称：Freiberger Arbeitspapiere / Technische Universität Bergakademie Freiberg
出版年度：2005
卷号：2005
出版社：Technische Universität Bergakademie Freiberg, Fakultät für Wirtschaftswissenschaften
摘要：In order to create tailor-made services, customers need to participate in the service
production process (customer integration). The management of customer integration is
neglected, although it has strong influence on the efficiency and effectiveness of the
services delivery. This paper focuses on customer integration in the context of financial
services and analyses its implications on service success. In addition it provides a first
approach to conceptualize and operationalize this theoretical construct.
关键词：customer integration, financial services, customer perceived value,
creditworthiness, process evidence
