Access the full text.
Sign up today, get DeepDyve free for 14 days.
L. Berry, G. Shostack, Gregory. Upah (1983)
Emerging perspectives on services marketing
(1985)
Participatizing' the service encounter: a theoretical framework
R. Lusch, Stephen Brown, Gary Brunswick (1992)
A general framework for explaining internal vs. external exchangeJournal of the Academy of Marketing Science, 20
P. Dabholkar (1996)
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service qualityInternational Journal of Research in Marketing, 13
M. Bitner, B. Booms, Lois Mohr (1994)
Critical Service Encounters: The Employee's ViewpointJournal of Marketing, 58
V. Folkes (1988)
Recent Attribution Research in Consumer Behavior: A Review and New DirectionsJournal of Consumer Research, 14
(1995)
Customer co-creation of service outcomes: effects of locus of causality attributions
D. Bowen (1986)
Managing customers as human resources in service organizationsHuman Resource Management, 25
R. Chase (1978)
Where does the customer fit in a service operation?Harvard business review, 56 6
E. Arnould, Linda Price (1993)
River Magic: Extraordinary Experience and the Extended Service EncounterJournal of Consumer Research, 20
Amy Ostrom, Dawn lacobucci (1995)
Consumer Trade-Offs and the Evaluation of ServicesJournal of Marketing, 59
(1979)
Look to consumers to increase productivity
Peter Mills, R. Chase, N. Margulies (1983)
Motivating the client/employee system as a service production strategy.Academy of management review. Academy of Management, 8 2
(1996)
Satisfaction with performance and satisfaction with the service provider: do customers make distinctions?
V. Zeithaml (1990)
Delivering Quality Service
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
(1983)
The self-service customer – empirical findings
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
É. Langeard (1981)
Services marketing : new insights from consumers and managers
(1993)
Models of service delivery: an integrative perspective
R. Gerard (1995)
Winning the Service GameAcademy of Management Perspectives, 9
S. Keaveney (1995)
Customer Switching Behavior in Service Industries: An Exploratory StudyJournal of Marketing, 59
S. Kelley, S. Skinner, J. Donnelly (1992)
Organizational socialization of service customersJournal of Business Research, 25
Peter Mills, James Morris (1986)
Clients as “Partial” Employees of Service Organizations: Role Development in Client ParticipationAcademy of Management Review, 11
(1994)
Customer participation in service production: an empirical assessment of the influence of realistic service previews
J.E.G. Bateson
The self‐service customer: an exploratory study
Carol Surprenant, M. Solomon (1987)
Predictability and Personalization in the Service EncounterJournal of Marketing, 51
R. Larsson, D. Bowen (1989)
Organization and Customer: Managing Design and Coordination of ServicesAcademy of Management Review, 14
(1985)
Boundary-spanning-role employees and the service encounter: some guidelines for management and research
S. Kelley, J. Donnelly, S. Skinner (1990)
Customer participation in service production and delivery.Journal of Retailing
C. Fombrun, N. Tichy, Mary Devanna (1984)
Strategic Human Resource Management
Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first framework captures levels of customer participation across different types of services. The second discusses three major roles of customers in the service delivery process. Two examples of the concepts are presented ‐ one in a weight loss context and the other in a mammography screening setting. Both are based on empirical research and illustrate specific applications of customers’ roles in creating the service experience.
International Journal of Service Industry Management – Emerald Publishing
Published: Aug 1, 1997
Keywords: Consumer behaviour; Customer satisfaction; Customers; Quality policy; Service; Service delivery systems
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.