Self-service technologies (SSTs) and customer-vendor participation (co-production) are important features in the service encounter, yet there is much Show moreSelf-service technologies (SSTs) and customer-vendor participation (co-production) are important features in the service encounter, yet there is much to learn about these service features relationship to customer satisfaction. The literature is rich with evidence of SSTs importance to forming customer satisfaction, but there is scant empirical evidence pointing to the role of co-production in forming customer satisfaction in online service encounters. It is hypothesized that within the online service encounter, features of co-production are significant predictors of customer satisfaction. Survey data show that customers differentiate the service features of co-production from the service features of SSTs. Furthermore, these two service features have identifiable drivers to customer satisfaction. Theoretical and practical implications are discussed. Doctorate of Management Programs Show less
