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Putting Your Client to Work: A Good Way to Achieve Great Service at Low Cost?
2011
Social Science Research Network
Preserved Fulltext
The adequate design and management of customer contributions to a company's services processes has become a key source of competitive advantage, as the contributions can be leveraged both operationally as well as strategically.
doi:10.2139/ssrn.1804393
fatcat:o7av4i76gbdqled2aj6g3yux4y