The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
From recipient to contributor: examining customer roles and experienced outcomes
Abstract
In recent years, both management and marketing fields have emphasized the importance of a customer orientation. In this project, a different set of lenses is adopted to examine customer orientation from the customer’s point of view. Customers can enact four specific roles that enable them to create a partnership with human services firms. Customers can be important resources for the firm. They can actively participate in the firm’s activities as co‐producers of the service. As buyers, customers can develop a relationship with a service organization, and as recipients they register evaluations of their encounter. Analysis of an extensive survey of customer perceptions and investments in a firm’s activities provided an outside‐in look at customer orientation. The results present clear evidence that customers can influence the outcomes they experience. Avenues for future research and practical opportunities for managers to capitalize on their relationships with customers are discussed.
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Cites
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Cited by
Grönroos, C. (2011) · Industrial Marketing Management · doi:10.1016/j.indmarman.2010.06.036 · Cited by 656
Service quality in higher education: The role of student expectations
Voss, R., Gruber, T., & Szmigin, I. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2007.01.020 · Cited by 383
Are students customers? TQM and marketing perspectives
Eagle, L., & Brennan, R. (2007) · Quality Assurance in Education · doi:10.1108/09684880710723025 · Cited by 288
Co-production and its effects on service innovation
Chen, J.-S., Tsou, H.-T., & Ching, R. K. H. (2011) · Industrial Marketing Management · doi:10.1016/j.indmarman.2011.03.001 · Cited by 271
How do consumers co-create their experiences? An exploration in the heritage sector
Minkiewicz, J., Evans, J., & Bridson, K. (2014) · Journal of Marketing Management · doi:10.1080/0267257x.2013.800899 · Cited by 261
Metadata
- Authors
- Lengnick‐Hall, C. A., Claycomb, V. (., & Inks, L. W.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2000-04-01
- Volume
- 34
- Issue
- 3/4
- Pages
- 359-383
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2070882764
- Cited by
- 359
- References
- 6
- FWCI
- 2.96
- Type
- journal article
- Language
- en
- Open access
- closed
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- Lengnick‐Hall, C. A., Claycomb, V. (., & Inks, L. W. (2000). From recipient to contributor: examining customer roles and experienced outcomes. European Journal of Marketing. https://doi.org/10.1108/03090560010311902
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
