On the relationship between customer participation and satisfaction: two frameworks
1997; Emerald Publishing Limited; Volume: 8; Issue: 3 Linguagem: Inglês
10.1108/09564239710185406
ISSN1758-6704
AutoresDeborah L. Kellogg, William E. Youngdahl, David E. Bowen,
Tópico(s)Service and Product Innovation
ResumoPresents 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.
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