Category Archives: Customer Co-Creation

Self-Service Innovation – The Good, the Bad, and the Ugly

Self-Service Innovation – The Good, the Bad, and the UglyAs more companies move toward self-service, it is relevant to ask how customer participation impacts satisfaction and service quality. Research is reviews that makes it clear that firms should take care to find the optimal level of customer participation for their service, and that this optimal level depends on customer readiness to serve themselves. Continue reading