Overview
Topic status: We're looking for students to study this topic.
Service organisations increasingly seek to co-create value with their customers. In so doing, firms rely on customers to be a productive resource; to actively engage with, and provide labour in, the service encounter. For their part, customers evaluate the labour that they are required to input against the labour provided by the service employee, other customers and other services and previous experiences. Such evaluations can influence perceptions of justice and will influence customer's satisfaction with the service experience and their intentions to repeat the service, provide or withhold their labour, or seek alternative service providers.
This thesis will explore the challenges that value co-creation presents to organisations and customers and the strategies that both parties employ to ensure that the service creation process meets their needs.
This project is ideal for a candidate with a keen interest in services marketing and management. The candidate should have a strong background in data processing and statistical analysis, good communication and collaborative skills.
- Study level
- PhD
- Supervisors
- QUT
- Organisational unit
QUT Business School
- Research area
- Keywords
- services marketing, marketing, customer satisfaction
- Contact
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For more information, please contact Professor Ian Lings.
Professor Ian Lings
