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The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions
Abstract
This paper reviews the underlying theory of the customer contact approach to services and suggests specific ways in which this approach can be applied to a wide range of service systems. The approach holds that the potential efficiency of a service system is a function of the degree of customer contact entailed in the creation of the service product. Based upon this conceptualization, a number of propositions about high contact systems are identified and some simple heuristics for service system design and operation are proposed. Other approaches to operations management in services are reviewed and suggestions for further development of the contact approach are offered.
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Citations
Cited by
Managing the transition from products to services
Oliva, R., & Kallenberg, R. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310474138 · Cited by 2,322
Foundations and Implications of a Proposed Unified Services Theory
Sampson, S. E., & Froehle, C. M. (2006) · Production and Operations Management · doi:10.1111/j.1937-5956.2006.tb00248.x · Cited by 731
Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors
Pullman, M. E., & Gross, M. A. (2004) · Decision Sciences · doi:10.1111/j.0011-7315.2004.02611.x · Cited by 658
Pilkington, A., & Meredith, J. (2009) · Journal of Operations Management · doi:10.1016/j.jom.2008.08.001 · Cited by 537
Cutting Corners and Working Overtime: Quality Erosion in the Service Industry
Oliva, R., & Sterman, J. D. (2001) · Management Science · doi:10.1287/mnsc.47.7.894.9807 · Cited by 478
Metadata
- Authors
- Chase, R. B.
- Venue
- Operations Research
- Published
- 1981-08
- Volume
- 29
- Issue
- 4
- Pages
- 698-706
- ISSN
- 0030-364X (ISSN-L)
- 1526-5463
- OpenAlex
- W2035546400
- Cited by
- 602
- References
- 0
- FWCI
- 3.77
- Type
- journal article
- Language
- en
- Open access
- closed
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- Chase, R. B. (1981). The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions. Operations Research. https://doi.org/10.1287/opre.29.4.698
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.
