The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey
Abstract
In this article, we introduce the concept of the service delivery network (SDN) defined as two or more organizations that, in the eyes of the customer, are responsible for the provision of a connected overall service experience. This responds to calls for frameworks recognizing that dyadic service encounters are embedded in the series of experiences customers have with complementary providers as part of the journey to achieve their desired goals. Adopting an SDN perspective presents a dramatically different set of challenges for managers and provides research opportunities challenging the current view of established service concepts. Managers must recognize that to better serve the customer they need to understand the role that they play in the customer-defined service journey and be prepared to coordinate their activities with complementary providers. Participating in helping build and manage the SDN for the customer, or understanding how they fit into customer’s self-designed SDN, becomes a central challenge, often requiring firms to develop a new set of capabilities. The SDN also challenges the way we view many of the core concepts in service research, which are anchored in the dyadic view. This provides considerable opportunity for future inquiry. We present a series of research questions, inspired by the SDN, organized into categories including building cooperative and collaborative networks, customer cocreation, systems thinking, customer relationship management, managing service failure and recovery, building capabilities, and customer-to-customer interactions.
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Cites
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A Framework for Conceptual Contributions in Marketing
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A Penny for Your Thoughts: Referral Reward Programs and Referral Likelihood
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“Consumer research indicates that when a customer refers a friend to a service provider and the friend is dissatisfied with the performance, the relationship between the firm and the recommender suffers (Ryu and Feick 2007).”
Background
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Service research priorities in a rapidly changing context
Ostrom, A. L., Parasuraman, A., Bowen, D. E., Patrício, L., & Voss, C. A. (2015) · Journal of Service Research · doi:10.1177/1094670515576315 · Cited by 1,469
The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective
Jaakkola, E., & Alexander, M. (2014) · Journal of Service Research · doi:10.1177/1094670514529187 · Cited by 1,219
Customer experience: fundamental premises and implications for research
Becker, L., & Jaakkola, E. (2020) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00718-x · Cited by 944
“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
Measuring customer experience in physical retail environments
Bustamante, J. C., & Rubio, N. (2017) · Journal of Service Management · doi:10.1108/josm-06-2016-0142 · Cited by 306
Stakeholder marketing: theoretical foundations and required capabilities
Hillebrand, B., Driessen, P. H., & Koll, O. (2015) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0424-y · Cited by 257
Understanding customer journey from the lenses of complexity theory
Varnali, K. (2019) · The Service Industries Journal · doi:10.1080/02642069.2018.1445725 · Cited by 64
Metadata
- Authors
- Tax, S. S., McCutcheon, D., & Wilkinson, I. F.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2013-03-20
- Volume
- 16
- Issue
- 4
- Pages
- 454-470
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2117842718
- Cited by
- 320
- References
- 9
- FWCI
- 65.61
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
