This paper aimed to identify the antecedents and corollary of customer readiness for co-production in customer-only co-production services using mobile banking services as a context. Using a structured questionnaire, data were gathered from a sample of mobile banking customers in Ghana and the UK and the data analysis was facilitated by structural equation modelling. From the findings, the antecedents were customer socialisation, customer self-efficacy and customer motivation and the corollary was service productivity. The findings provide managers of customer-only co-production or technology-based services particularly mobile banking services with the specific factors that can be managed strategically and tactically to enhance customer readiness for co-production and service productivity. This study is one of a kind to conceptualise and empirically identify the antecedents and corollary of customer readiness for co-production within the customer-only co-production context. However, as the study was limited to mobile banking services, future studies might test the research model in other customer-only technology-based services.

本文旨在以移动银行服务为背景，确定客户在仅限客户的联合制作服务中为联合制作做好准备的前因和推论。使用结构化问卷，从加纳和英国的移动银行客户样本中收集数据，并通过结构方程建模促进数据分析。从调查结果来看，前因是客户社会化、客户自我效能和客户动机，推论是服务生产力。调查结果为客户专用联合生产或基于技术的服务，尤其是移动银行服务的管理人员提供了可以战略性和战术性管理的特定因素，以提高客户对联合生产和服务生产力的准备程度。这项研究是一种概念化和实证确定客户准备在仅限客户的联合制作背景下进行联合制作的前因和推论的研究。然而，由于该研究仅限于移动银行服务，未来的研究可能会在其他基于客户的技术服务中测试该研究模型。