What is it about?
Customer's physical and mental contribution to service provision
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Why is it important?
Customer's perspective on his/her contributions contributions in terms of physical and mental activities and emotions experienced throughout service provision
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This page is a summary of: Mirror, mirror on the wall – how customers perceive their contribution to service provision, Journal of Service Management, August 2014, Emerald,
DOI: 10.1108/josm-09-2013-0266.
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