The service sector is dependent on customers’ willingness to share their knowledge, contribute their skills and abilities to co-produce the service experience they want and expect. Service organizations therefore seek strategies that have the ability to do their customers what they will be co-producing this experience must deal successfully improve. The application of the concept of self-efficacy, we offer a theory-based approach to the development of strategies that companies can use this. These strategies invol … Read more »

The service sector is dependent on customers’ willingness to share their knowledge, contribute their skills and abilities to co-produce the service experience they want and expect. Service organizations therefore seek strategies that have the ability to do their customers what they will be co-producing this experience must deal successfully improve. The application of the concept of self-efficacy, we offer a theory-based approach to the development of strategies that companies can use this. These strategies include focusing both staff training and environmental stimuli, such as to improve the self-efficacy of the client in the implementation of tasks, which are necessary to a successful service experience.
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Robert C. Ford,
Duncan R. Dickson
Source: Business Horizons
10 pages.
Release Date: 15, March 2012. Prod #: BH470-PDF-ENG
Improve customer self-efficacy in co-production service experience HBR case solution

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