Customer participation segments: An innovative path to service excellence

Document Type

Article

Publication Date

1-1-2017

Publication Title

International Journal of Contemporary Hospitality Management

Volume

29

Issue

5

First page number:

1468

Last page number:

1485

Abstract

This study aims to report the results of a survey of diners’ behavior during production and consumption of dining services with three objectives. The first objective is to create customer segments that represent distinct patterns of customer participation in hospitality service encounters. The second objective is to profile these identified customer segments in terms of demographics, attitudes and behaviors. The third objective is to evaluate the relationship between customer participation segments and service outcomes

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