Communal Service Delivery

@article{Dholakia2009CommunalSD,
  title={Communal Service Delivery},
  author={U. Dholakia and V. Bla{\vz}evi{\'c} and C. Wiertz and Ren{\'e} Algesheimer},
  journal={Journal of Service Research},
  year={2009},
  volume={12},
  pages={208 - 226}
}
Firm-hosted virtual peer-to-peer problem solving (P3) communities offer a low-cost, credible, and effective means of delivering education and ongoing assistance services to customers of complex, frequently evolving products. Building upon the social constructivist view on learning and drawing from literature on the firm-customer relationship in services marketing, we distinguish between functional and social benefits received by P3 community participants and study the central role of learning… Expand
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