The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Customer contributions and roles in service delivery
Open accessAbstract
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.
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Citations
Cites
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Self-citationClients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Chandler, J. D., & Lusch, R. F. (2015) · Journal of Service Research · doi:10.1177/1094670514537709 · Cited by 549
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015) · Journal of Service Research · doi:10.1177/1094670515572128 · Cited by 442
Customer participation and value creation: a systematic review and research implications
Mustak, M., Jaakkola, E., & Halinen, A. (2013) · Managing Service Quality: An International Journal · doi:10.1108/msq-03-2013-0046 · Cited by 302
Customer participation in services: domain, scope, and boundaries
Dong, B., & Sivakumar, K. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0524-y · Cited by 265
Dabholkar, P. A., & Sheng, X. (2012) · The Service Industries Journal · doi:10.1080/02642069.2011.624596 · Cited by 256
Understanding and managing customer relational benefits in services: a meta-analysis
Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00701-6 · Cited by 148
Metadata
- Authors
- Jo Bitner, M., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1997-08-01
- Volume
- 8
- Issue
- 3
- Pages
- 193-205
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2137972155
- Cited by
- 968
- References
- 2
- FWCI
- 7.88
- Type
- journal article
- Language
- en
- Open access
- green
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
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.
