On the relationship between customer participation and satisfaction: two frameworks

On the relationship between customer participation and satisfaction: two frameworks 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

On the relationship between customer participation and satisfaction: two frameworks

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239710185406
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 1997

Keywords: Cost of quality; Customers; Service quality

References

  • Relationship marketing
    Berry, L.L.
  • Marketing‐orientation revisited: the crucial role of the part‐time marketer
    Gummesson, E.

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