Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy

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Ten years of value cocreation: An integrative review (2016, background): “Chan et al. (2010) and Yim et al. (2012) emphasize two cultural dimensions that affect the way participants interact within the value cocreation process: a collectivist (vs individualist) orientation and power distance.”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “The second stream focused on dual recovery strategies that partially employ customers in firm‐initiated SFR strategies (Giebelhausen et al., 2014; Ringberg et al., 2007; Umashankar et al., 2017; Yim et al., 2012).”
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review (2021, background): “Yim, Chan, and Lam (2012) suggest that customer and employees’ enjoyment of the interactions mediate the relationship between customer participation in service and customer satisfaction.”
Impacts of Hedonic and Utilitarian User Motives on the Innovativeness of User-Developed Solutions: Motives for User-Developed Solutions (2015, neutral): “…2008; Kristensson, Gustafsson, and Archer, 2004), researchers revealed that consumers are largely driven by extrinsic motives, ranging from expected reciprocation and social recognition to productrelated benefits and rewards (Nambisan, 2002; Ogawa and Pongtanalert, 2013; Yim, Chan, and Lam, 2012).”