@article{d072891a493946a3928ef9a836491c63,
title = "Customer contributions and roles in service delivery",
author = "Bitner, {M J} and Faranda, {William T.} and Hubbert, {Amy R.} and Zeithaml, {Valarie A.}",
note = "Copyright: Copyright 2016 Elsevier B.V., All rights reserved.",
year = "1997",
month = aug,
day = "1",
doi = "10.1108/09564239710185398",
language = "English (US)",
volume = "8",
pages = "193--205",
journal = "International Journal of Service Industry Management",
issn = "0956-4233",
publisher = "MCB University Press",
number = "3",
}