Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes
The study focuses on the role of task-related affective well-being in the influence of customer participation on service outcomes and the differential impact of customer participation types. Also, the study considers the critical intervention of customer knowledge and task complexity. A scenario-bas...
| Main Author: | |
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| Format: | Thesis |
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Curtin University
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/81006 |
| _version_ | 1848764306450022400 |
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| author | Asokan Ajitha, Aswathy |
| author_facet | Asokan Ajitha, Aswathy |
| author_sort | Asokan Ajitha, Aswathy |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | The study focuses on the role of task-related affective well-being in the influence of customer participation on service outcomes and the differential impact of customer participation types. Also, the study considers the critical intervention of customer knowledge and task complexity. A scenario-based experimental design was conducted in Indian domestic airlines check-in service encounter and Australian supermarket checkout service encounter. The study advances the extant literature and provides several managerial implications. |
| first_indexed | 2025-11-14T11:17:16Z |
| format | Thesis |
| id | curtin-20.500.11937-81006 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:17:16Z |
| publishDate | 2020 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-810062022-09-12T01:09:14Z Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes Asokan Ajitha, Aswathy The study focuses on the role of task-related affective well-being in the influence of customer participation on service outcomes and the differential impact of customer participation types. Also, the study considers the critical intervention of customer knowledge and task complexity. A scenario-based experimental design was conducted in Indian domestic airlines check-in service encounter and Australian supermarket checkout service encounter. The study advances the extant literature and provides several managerial implications. 2020 Thesis http://hdl.handle.net/20.500.11937/81006 Curtin University fulltext |
| spellingShingle | Asokan Ajitha, Aswathy Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title | Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title_full | Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title_fullStr | Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title_full_unstemmed | Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title_short | Mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| title_sort | mediating role of task-related affective well-being in the influence of customer participation via self-service technologies on service outcomes |
| url | http://hdl.handle.net/20.500.11937/81006 |