publication . Preprint . 2003

Service Co-Production, Customer Efficiency and Market Competition

Mei Xue; Patrick T. Harker;
Open Access
  • Published: 01 Jan 2003
Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers in service delivery processes influences the competition among service providers. In this paper, a game-theoretic model is developed to study the competition among service providers when selfservice is an option. The analysis of the equilibria from this model shows that, given a certain level of customer efficiency, the proportion of the service task outsourced to the cust...

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