Customer Participation, e-Service Quality, Satisfaction: (e)Service Dominant Logic Trinity

References

• Anastasiadou, S. D. (2006). Factorial validity evaluation of a measurement through principal components analysis and implicative statistical analysis. Paper presented at 5th Hellenic Conference of Pedagogy (pp. 341–348). Thessaloniki: Conference of Pedagogy Company.
   Google Scholar
• Anastasiadou, S. D. (2011). Reliability and validity testing of a new scale for measuring attitudes toward learning statistics with technology. Acta Didactica Napocensia, 4(1), 1–10.
   Google Scholar
• Anastasiadou, S. D. (2012a). Evaluating a structural equation model measuring lifelong learning and continuing education factors. The International Journal of Knowledge, Culture and Change Management, 12(3), 21–34.
   Google Scholar
• Anastasiadou, S. D. (2012b). Structural equation modelling in the construction of a structural model of the repercussions and consequences in the Greek society and economy of Balkan and Eastern Europe Countries immigrants’ entrance. International Review of Applied Economic Research, 6(1–2), 19.
   Google Scholar
• Anastasiadou, S. D. (2013). Developing and evaluating a structural equation model measuring leadership changes in a lifelong learning world. The International Journal of Educational Organization and Leadership, 19(2), 1–17.
   Google Scholar
• Anastasiadou, S. D. (2014). A structural equation model describes factors affecting Greek students’ consumer behavior. Procedia Economics and Finance, 9, 402–406.
   Google Scholar
• Anastasiadou, S. D., & Anastasiadis, L. (2011). Reliability and validity testing of a new Scale for measuring attitudes toward electronics and electrical constructions subject. International Journal of Applied Science and Technology, 1(1), 1–10.
   Google Scholar
• Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359–370.
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Yi, Y. (1990). Assessing method variance in multitrait-multimethod [sic] matrices: The case of self-reported affect and perceptions at work. Journal of Applied Psychology, 75(5), 547–560.
   Google Scholar
• Bagozzi, R. P., & Kimmel, S. K. (1995). A comparison of leading theories for the prediction of goal‐directed behaviors. British Journal of Social Psychology, 34(4), 437–461.
   Web of Science ®Google Scholar
• Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67(1), 14–28.
   Web of Science ®Google Scholar
• Bentler, P. M. (1993). EQS: Structural equations program manual. Los Angeles, CA: BMDP Statistical Software.
   Google Scholar
• Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383–406.
   Web of Science ®Google Scholar
• Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
   Web of Science ®Google Scholar
• Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193–205.
   Google Scholar
• Bowen, D. E., & Schneider, B. (1988). Services marketing and management-implications for organizational-behavior. Research in Organizational Behavior, 10, 43–80.
   Web of Science ®Google Scholar
• Brassington, F., & Pettitt, S. (1997). Principles of marketing. London, UK: Pitman Publishing.
   Google Scholar
• Burns, A. C., & Bush, R. F. (1995). Marketing research. Englewood Cliffs, NJ: Prentice Hall.
   Google Scholar
• Cao, X. J. (2012). The relationships between e-shopping and store shopping in the shopping process of search goods. Transportation Research Part A: Policy and Practice, 46(7), 993–1002.
   Web of Science ®Google Scholar
• Cermak, D. S., File, K. M., & Prince, R. A. (2011). Customer participation in service specification and delivery. Journal of Applied Business Research (Jabr), 10(2),90–97.
   Google Scholar
• Chan, K. W., Yim, C. K., & Lam, S. S. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48–64.
   Web of Science ®Google Scholar
• Chen, X., & Wang, X., & Jiang, X. (2017). The impact of power structure on the retail service supply chain with an o2o mixed channel. Journal of the Operational Research Society, 67(2),294–301. doi:10.1057/jors.2015.6
   Web of Science ®Google Scholar
• Christodoulides, G., & Michaelidou, N. (2010). Shopping motives as antecedents of e-satisfaction and e-loyalty. Journal of Marketing Management, 27(1–2), 181–197.
   Google Scholar
• Churchill, G. A. (1979). A paradigm for developing better measures for marketing constructs. Journal of Marketing Research, 16(1), 64–73.
   Web of Science ®Google Scholar
• Claycomb, C., Lengnick-Hall, C. A., & Inks, L. W. (2001). The customer as a productive resource: A pilot study and strategic implications. Journal of Business Strategies, 18(1), 47–47.
   Google Scholar
• Cohen, R. J., Montague, P., Nathanson, L. S., & Swerdlik, M. E. (1988). Psychological testing: An introduction to tests & measurement. Mountain View, CA: Mayfield Publishing Company.
   Google Scholar
• Cronbach, L. J. (1984). Essentials of psychological testing (4th ed.). New York, NY: Harper & Row.
   Google Scholar
• Dabholkar, P. A. (1990). How to improve perceived service quality by increasing customer participation. In Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference (pp. 483–487). New Orleans: Springer International Publishing.
   Google Scholar
• Dafermos, B. (2009). Factor Analysis with SPSS and Confirmatory Analysis with Lisrel. Giourdas.
   Google Scholar
• Dafermos, B. (2009). Exploratory Factor Analysis with SPSS and Confirmatory Analysis with LISREL (Written in Greek). Athens: Giourdas.
   Google Scholar
• Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137.
   Web of Science ®Google Scholar
• Dong, B., Sivakumar, K., Evans, K. R., & Zou, S. (2015). Effect of customer participation on service outcomes: The moderating role of participation readiness. Journal of Service Research, 18(2), 160–176.
   Web of Science ®Google Scholar
• Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: An exploratory study. Journal of Business Research, 46(2), 121–132.
   Web of Science ®Google Scholar
• Fawcett, S. E., Osterhaus, P., Magnan, G. M., Brau, J. C., & McCarter, M. W. (2007). Information sharing and supply chain performance: The role of connectivity and willingness. Supply Chain Management: An International Journal, 12(5), 358–368.
   Web of Science ®Google Scholar
• Fodness, D., & Murray, B. (1997). Tourist information search. Annals of Tourism Research, 24(3), 503–523.
   Web of Science ®Google Scholar
• Fodness, D., & Murray, B. (1999). A model of tourist information search behavior. Journal of Travel Research, 37(3), 220–230.
   Google Scholar
• Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
   Web of Science ®Google Scholar
• Fullerton, R. A., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57(11), 1239–1249.
   Web of Science ®Google Scholar
• Gök, O. (2009). Linking account portfolio management to customer information: Using customer satisfaction metrics for portfolio analysis. Industrial Marketing Management, 38(4), 433–439.
   Web of Science ®Google Scholar
• Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142–156.
   Web of Science ®Google Scholar
• Guardian (2017). Greece’s debt costs rise sharply as worries grow over IMF role. Available from: https://www.theguardian.com/world/2017/feb/07/greece-debt-imf-split-bailout.
   Google Scholar
• Ha, S., & Stoel, L. (2009). Consumer e-shopping acceptance: Antecedents in a technology acceptance model. Journal of Business Research, 62(5), 565–571.
   Web of Science ®Google Scholar
• Ha, S., & Stoel, L. (2012). Online apparel retailing: Roles of e-shopping quality and experiential e-shopping motives. Journal of Service Management, 23(2), 197–215.
   Web of Science ®Google Scholar
• Hair, F. J., Black, C. W., Badin, N. J., Anderson, E. R., & Tatham, R. L. (2005). Multivariate data analysis. Hoboken, NJ: Pearson Education Inc.
   Google Scholar
• Hair, J., Anderson, R., Tatham, R., & Black, W. (1995). Multivariate data analysis with readings. Upper Saddle River, NJ: Prentice-Hall International, Inc.
   Google Scholar
• Halbesleben, J. R., & Buckley, M. R. (2004). Managing customers as employees of the firm: New challenges for human resources management. Personnel Review, 33(3), 351–372.
   Web of Science ®Google Scholar
• Han, M. C., & Kim, Y. (2017). Why consumers hesitate to shop online: Perceived risk and product involvement on Taobao. com. Journal of Promotion Management, 23(1), 24–44.
   Google Scholar
• Harris, L. C., & Ogbonna, E. (2006). Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34(4), 543–558.
   Web of Science ®Google Scholar
• Harris, L. C., & Ogbonna, E. (2009). Service sabotage: The dark side of service dynamics. Business Horizons, 52(4), 325–335.
   Web of Science ®Google Scholar
• Harrison McKnight, D., & Chervany, N. L. (2001). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35–59.
   Web of Science ®Google Scholar
• International Monetary Fund (2017). Real GDP growth Annual percent change, available from: http://www.imf.org/external/datamapper/NGDP_RPCH@WEO/OEMDC/ADVEC/WEOWORLD/GRC
   Google Scholar
• Jayawardhena, C. (2004). Personal values’ influence on e-shopping attitude and behavior. Internet Research, 14(2), 127–138.
   Web of Science ®Google Scholar
• Jiang, P. (2009). Consumer adoption of mobile internet services: An exploratory study. Journal of Promotion Management, 15(3), 418–454.
   Google Scholar
• Jin, B., Yong Park, J., & Kim, J. (2008). Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty. International Marketing Review, 25(3), 324–337.
   Web of Science ®Google Scholar
• Jöreskog, K. G., & Sörbom, D. (1996). LISREL 8: User’s reference guide. Skokie, IL: Scientific Software International.
   Google Scholar
• Kaiser, H. F. (1960). The application of electronic computers to factor analysis. Educational and Psychological Measurement, 20(1), 141–151.
   Web of Science ®Google Scholar
• Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39(1), 31–36.
   Web of Science ®Google Scholar
• Kelley, S. W., Donnelly, J. H., Jr, & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315.
   Web of Science ®Google Scholar
• Kelley, S. W., Skinner, S. J., & Donnelly, J. H. Jr. (1992). Organizational socialization of service customers. Journal of Business Research, 25(3), 197–214.
   Web of Science ®Google Scholar
• Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997). On the relationship between customer participation and satisfaction: Two frameworks. International Journal of Service Industry Management, 8(3), 206–219.
   Google Scholar
• Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564.
   Web of Science ®Google Scholar
• Kim, N., Lee, M., & Kim, H. R. (2008). The effect of service coupons on the consumer trade-offs between price and perceived quality. Journal of Promotion Management, 14(1–2), 59–76.
   Google Scholar
• Kline, P. (1994). An easy guide to factor analysis. London, UK: Routledge.
   Google Scholar
• Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477.
   Google Scholar
• Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176.
   Google Scholar
• Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791–824.
   Web of Science ®Google Scholar
• Lovelock, C., & Wirtz, J. (2007). Services marketing: People, technology, strategy (6th ed.). Upper Saddle River, NJ: Pearson/Prentice‐Hall.
   Google Scholar
• Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. Journal of Services Marketing, 3(3), 5–15.
   Google Scholar
• Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64.
   Web of Science ®Google Scholar
• Min, S., Zhou, M., Kim, D., & Kim, J. (2013). Assessing the e-service quality of sellers in an industrial e-marketplace. Journal of Promotion Management, 19(5), 556–582.
   Google Scholar
• Morrison, E. W. (1993). Newcomer information seeking: Exploring types, modes, sources, and outcomes. Academy of Management Journal, 36(3), 557–589.
   Web of Science ®Google Scholar
• Navarro, S., Andreu, L., & Cervera, A. (2014). Value co-creation among hotels and disabled customers: An exploratory study. Journal of Business Research, 67(5), 813–818.
   Web of Science ®Google Scholar
• Navarro, S., Llinares, C., & Garzon, D. (2016). Exploring the relationship between co-creation and satisfaction using QCA. Journal of Business Research, 69(4), 1336–1339.
   Web of Science ®Google Scholar
• Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York, NY: McGraw Hill.
   Google Scholar
• Park, Y. A., & Gretzel, U. (2007). Success factors for destination marketing web sites: A qualitative meta-analysis. Journal of Travel Research, 46(1), 46–63.
   Google Scholar
• Patti, C. H., & Chen, C. H. (2009). Types of word-of-mouth messages: Information search and credence-based services. Journal of Promotion Management, 15(3), 357–381.
   Google Scholar
• Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science, 36(1), 83–96.
   Web of Science ®Google Scholar
• Peterson, R. A., & Merino, M. C. (2003). Consumer information search behavior and the Internet. Psychology and Marketing, 20(2), 99–121.
   Web of Science ®Google Scholar
• Podnar, K., & Javernik, P. (2012). The effect of word of mouth on consumers’ attitudes toward products and their purchase probability. Journal of Promotion Management, 18(2), 145–168.
   Google Scholar
• Quintal, V., & Phau, I. (2014). Examining consumer risk perceptions of prototypical brands versus me-too brands. Journal of Promotion Management, 20(2), 115–135.
   Google Scholar
• Rebecca Yen, H., Gwinner, K. P., & Su, W. (2004). The impact of customer participation and service expectation on Locus attributions following service failure. International Journal of Service Industry Management, 15(1), 7–26.
   Google Scholar
• Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(7), 748–757.
   Web of Science ®Google Scholar
• Rosenkrans, G. (2010). Maximizing user interactivity through banner ad design. Journal of Promotion Management, 16(3), 265–287.
   Google Scholar
• Rosenthal, R., & Jacobson, L. (1968). Pygmalion in the classroom: Teacher expectation and pupils’ intellectual development. New York, NY: Holt, Rinehart & Winston.
   Google Scholar
• Rowley, J. (2000). Product search in e-shopping: A review and research propositions. Journal of Consumer Marketing, 17(1), 20–35.
   Google Scholar
• Schene, A. H., van Wijngaarden, B., & Koeter, M. W. (1998). Family caregiving in schizophrenia: Domains and distress. Schizophrenia Bulletin, 24(4), 609–618.
   PubMed Web of Science ®Google Scholar
• Selwyn, N. (2008). A safe haven for misbehaving? An investigation of online misbehavior among university students. Social Science Computer Review, 26(4), 446–465.
   Web of Science ®Google Scholar
• Sharma, S. S. (1996). Applied multivariate techniques. Hoboken, NJ: John Willey & Sons, Inc.
   Google Scholar
• Shih, H. P. (2004). An empirical study on predicting user acceptance of e-shopping on the Web. Information & Management, 41(3), 351–368.
   Web of Science ®Google Scholar
• Shirai, M. (2015). Impact of “High Quality, Low Price” appeal on consumer evaluations. Journal of Promotion Management, 21(6), 776–797.
   Google Scholar
• Shirkhodaee, M., & Rezaee, S. (2014). The power of creative advertising and consumers’ perceived risk. Journal of Promotion Management, 20(5), 590–606.
   Google Scholar
• Spector, P. E. (1992). Summated rating scale construction: An introduction. Sage University paper series. Quantitative application in the social sciences. Newbury Park: CA, SAGE Publications, Inc.
   Google Scholar
• Stochasis Consulting (2016). Sector studies: E-Commerce, (July), Stochasis Consulting, available from: http://www.stochasis.com/en/E-Commerce_2016.
   Google Scholar
• Tat Keh, H., & Wei Teo, C. (2001). Retail customers as partial employees in service provision: A conceptual framework. International Journal of Retail & Distribution Management, 29(8), 370–378.
   Google Scholar
• Theodorakis, G., & Xatzigeorgiadis, A. (2004). Development and psychometric in evaluation of quantitative research instruments. Ellinika Grammata: Scientific Volume of Philological Company North Greece.
   Google Scholar
• Tsiotsou, R. (2006). The role of perceived product quality and overall satisfaction on purchase intentions. International Journal of Consumer Studies, 30(2), 207–217.
   Google Scholar
• Turner, T., & Shockley, J. (2014). Creating shopper value: Co-creation roles, in-store self-service technology use, and value differentiation. Journal of Promotion Management, 20(3), 311–327.
   Google Scholar
• Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.
   Web of Science ®Google Scholar
• Vega-Vazquez, M., Revilla-Camacho, Á. M., & Cossío-Silva, J. F. (2013). The value co-creation process as a determinant of customer satisfaction. Management Decision, 51(10), 1945–1953.
   Web of Science ®Google Scholar
• Wixon, B. H., & Watson, H. J. (2001). An empirical investigation of the factors affecting data warehousing. MIS Quarterly, 25(1), 17–41.
   Web of Science ®Google Scholar
• Wünderlich, N. V., Wangenheim, F. V., & Bitner, M. J. (2013). High tech and high touch: A framework for understanding user attitudes and behaviors related to smart interactive services. Journal of Service Research, 16(1), 3–20.
   Web of Science ®Google Scholar
• Yang, A. J. F., Huang, Y. C., & Chen, Y. J. (2017). The importance of customer participation for high-contact services: Evidence from a real estate agency. Total quality management & business excellence (pp.1–17). Taylor and Francis Group.doi:10.1080/14783363.2017.1341814
   Google Scholar
• Yi, Y., & Gong, T. (2013). Customer value co-creation behavior: Scale development and validation. Journal of Business Research, 66(9), 1279–1284.
   Web of Science ®Google Scholar
• Yim, C. K., Chan, K. W., & Lam, S. S. (2012). Do customers and employees enjoy service participation? Synergistic effects of self-and other-efficacy. Journal of Marketing, 76(6), 121–140.
   Web of Science ®Google Scholar
• Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of Consumer Research, 12(3), 341–352.
   Web of Science ®Google Scholar