TY - JOUR
AU - David E. Bowen
AB - Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance. Examines the relationship between these behaviours and satisfaction. Presents an initial conceptualization of a service customer’s value chain constructed from these behaviours. Provides implications for services marketing, human resource management and service operations. In sum, the two conceptual frameworks presented in this research add to researchers’ and practitioners’ understanding of how customer participation in service delivery is related to satisfaction.
TI - On the relationship between customer participation and satisfaction: two frameworks
JF - International Journal of Service Industry Management
DO - 10.1108/09564239710185406
DA - 1997-08-01
UR - https://www.deepdyve.com/lp/emerald-publishing/on-the-relationship-between-customer-participation-and-satisfaction-LJp2zcoL4c
SP - 206
EP - 219
VL - 8
IS - 3
DP - DeepDyve
ER -