Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/5995
DC Field | Value | Language |
---|---|---|
dc.contributor | Department of Management and Marketing | - |
dc.creator | Yim, CKB | - |
dc.creator | Chan, KW | - |
dc.creator | Lam, SSK | - |
dc.date.accessioned | 2014-12-11T08:23:36Z | - |
dc.date.available | 2014-12-11T08:23:36Z | - |
dc.identifier.issn | 0022-2429 | - |
dc.identifier.uri | http://hdl.handle.net/10397/5995 | - |
dc.language.iso | en | en_US |
dc.publisher | American Marketing Association | en_US |
dc.rights | © 2012, American Marketing Association | en_US |
dc.rights | The following article "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." is available at http://dx.doi.org/10.1509/jm.11.0205 | en_US |
dc.subject | Customer participation | en_US |
dc.subject | Value cocreation | en_US |
dc.subject | Participation enjoymentes | en_US |
dc.subject | Self-efficacy | en_US |
dc.subject | Other-efficacy | en_US |
dc.subject | Financial services | en_US |
dc.title | Do customers and employees enjoy service participation? Synergistic effects of seif- and other-efficacy | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.spage | 121 | - |
dc.identifier.epage | 140 | - |
dc.identifier.volume | 76 | - |
dc.identifier.issue | 6 | - |
dc.identifier.doi | 10.1509/jm.11.0205 | - |
dcterms.abstract | Extant research confirms the importance of value cocreation through customer participation (CP), but relatively little is known about whether and how it creates an enjoyable experience for customers and service employees and the consequential outcomes of this positive affective experience. This study applies the concept of flow as an overarching framework and draws theoretical support from social cognitive theory, particularly its extension (i.e., the conceptual model of relational efficacy beliefs), to examine how customers and employees derive enjoyment from CP conditional on their perceived efficacy of themselves (self-efficacy [SE]) and their partners (other-efficacy [OE]) in financial services. Empirical results from 223 client-financial adviser dyads confirm that participation enjoyment, in addition to economic and relational values, mediates the impact of CP on participants' satisfaction evaluations, with SE positively moderating CP's impact on participation enjoyment. The synergistic effect of SE and OE on participation enjoyment also differs for clients versus financial advisers: Even incongruent levels of SE and OE can enhance participation enjoyment as long as they help validate role expectations of the respective participants. | - |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | Journal of marketing, Nov. 2012, v. 76, no. 6, p. 121-140 | - |
dcterms.isPartOf | Journal of marketing | - |
dcterms.issued | 2012-11 | - |
dc.identifier.isi | WOS:000310042500008 | - |
dc.identifier.scopus | 2-s2.0-84869122538 | - |
dc.identifier.eissn | 1547-7185 | - |
dc.identifier.rosgroupid | r65360 | - |
dc.description.ros | 2012-2013 > Academic research: refereed > Publication in refereed journal | - |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | OA_IR/PIRA | en_US |
dc.description.pubStatus | Published | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Yim_Chan_Lam_2012_JM.pdf | Pre-published version | 493.42 kB | Adobe PDF | View/Open |
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