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Service Marketing : New Insights from Consumers and Managers. Langeard E John,E G Bateson,,Christopher H. Lovelock,Pierre Eiglier. . 1981
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Perceived Control and the Service Encounter. Bateson,E. G. The Service Encounter . 1985
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Customer participation in service specification and delivery. Cermak,Dianne S.P.,Karen Maru File,and Russ Alan Prince. Journal of Applied Business Research . 1994
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Impact of Participative Service Relationships on Quality, Satisfaction and Retention[J] . Christine T. Ennew,Martin R. Binks.  Journal of Business Research . 1999 (2)
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Customer Participation in Services Production and Delivery. Rodie,Amy R.,Kleine,Susan S.,Swartz,Teresa A.,Iacobucci,Dawn. Handbook of Services Marketing and Management . 2000
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"On the Relationship Between Customer Participation and Satisfaction: Two Frameworks.". Kellogg, D,Youngdahl, W,and Bowen, D. International Journal of Service Industry Management . 1997
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Crowding and cognitive control. Langer,E.J.,Saegert,S. Journal of Personality . 1977