000			01994nam a22002537a 4500
003			ZW-GwMSU
005			20210510103455.0
008			210510b |||||||| |||| 00| 0 eng d
040			_aMSU _cMSU _erda
100			_aFinsterwalder, Jorg. _eauthor
245			_aCo-creation by engaging beyond oneself: _b the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter _ccreated by Jörg Finsterwalder and Volker G. Kuppelwieser.
264			_aAbingdon. _bTaylor and Francis. _c2011
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
440			_aJournal of Strategic Marketing _vVolume 19, number 7,
520			_aResearch has increasingly focused on investigating not only interactions between companies and customers in business-to-consumer settings, but also on analysing the influence of accidental or occasional customer-to-customer interactions on the service experience. To date, there has been little research on the effects of planned co-creation efforts of customers in service encounters – where multiple customers simultaneously engage in producing and consuming a service experience. During such encounters, each customer's contribution to tasks related to creating the service experience can be analysed in terms of its influence on social dynamics within the group. Drawing on a sample of 249 customers who have experienced a group service encounter, we demonstrate that customer engagement in the group task has a positive influence on perceived customer-to-customer social interaction. We also show how the perceived task contribution of other customers significantly influences an individual's perception of their own input.
650	4		_aGroup service encounter
650	4		_aCo-creation
650	4		_aTask activity
700			_aKuppelwieser, Volker. _eauthor
856			_uhttps://doi.org/10.1080/0965254X.2011.599494
942			_2lcc _cJA
999			_c157081 _d157081