Cited by 736Service and Product InnovationCustomer Service Quality and LoyaltyPublic Policy and Administration Research

The DOI matches its Crossref record; 35 of the 36 references it cites were found in a registry or an index.

Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation

Mills, Peter K., Morris, James H.·1986·The Academy of Management Review

Open this paper in CoChat — free account

Abstract

Clients of service organizations have important roles to perform in creating services. Yet, comparatively little attention has been directed at the participation of clients in complex and demanding client performance domains. In this paper, clients are viewed as “partial” employees and (1) a model of client involvement stages is proposed, (2) role definition and control for clients in complex service creation are discussed, and (3) attention to issues that emerge from this discussion is encouraged.

Integrity signals

Registry

Crossref · 10.2307/258392

Cites

35 of 35 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

Theory of the firm: Managerial behavior, agency costs and ownership structure
Jensen, M. C., & Meckling, W. H. (1976) · Journal of Financial Economics · doi:10.1016/0304-405x(76)90026-x · Cited by 71,491
Institutionalized Organizations: Formal Structure as Myth and Ceremony
Meyer, J. W., & Rowan, B. (1977) · American Journal of Sociology · doi:10.1086/226550 · Cited by 28,308
Social Learning Theory
Kytle, J., & Bandura, A. (1978) · Contemporary Sociology · doi:10.2307/2065952 · Cited by 25,422
The Social Psychology of Organizations.
Hackman, J. R., Katz, D., & Kahn, R. L. (1979) · Administrative Science Quarterly · doi:10.2307/2989929 · Cited by 12,235
Harvard business review
(1993) · Journal of the American Dietetic Association · doi:10.1016/0002-8223(93)92196-5 · Cited by 11,976
Social Theory and Social Structure
Ross, E. J., & Merton, R. K. (1958) · The American Catholic Sociological Review · doi:10.2307/3709394 · Cited by 10,315
Statistical Abstract of the United States
(2005) · Encyclopedia of Statistical Sciences · doi:10.1002/0471667196.ess2527 · Cited by 8,785
Agency Problems and Residual Claims
Fama, E. F., & Jensen, M. C. (1983) · The Journal of Law and Economics · doi:10.1086/467038 · Cited by 4,827
Social Theory and Social Structure.
Stone, G. P., & Merton, R. K. (1958) · Administrative Science Quarterly · doi:10.2307/2390803 · Cited by 4,499
The Coming of the Post-Industrial Society
Bell, D. (1976) · The Educational Forum · doi:10.1080/00131727609336501 · Cited by 2,777

Show all 36 references

Items 101–200 of 736

Customer-Integrated Business Models: A Theoretical Framework
Plé, L., Lecocq, X., & Angot, J. (2010) · M n gement · doi:10.3917/mana.134.0226 · Cited by 123
UNDERSTANDING TECHNOLOGY-STRUCTURE RELATIONSHIPS: THEORY DEVELOPMENT AND META-ANALYTIC THEORY TESTING.
Miller, C. C., Glick, W. H., Wang, Y.-D., & Huber, G. P. (1991) · Academy of Management Journal · doi:10.2307/256447 · Cited by 122
A Funny Thing Happened! The Management of Consumer Emotions in Service Encounters
Locke, K. (1996) · Organization Science · doi:10.1287/orsc.7.1.40 · Cited by 120
Service co-creation and value realisation
Hilton, T., Hughes, T., & Chalcraft, D. (2012) · Journal of Marketing Management · doi:10.1080/0267257x.2012.736874 · Cited by 117
Customer involvement and perceptions: The moderating role of customer co-production
Cheung, M. F. Y., & To, W. M. (2011) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2010.12.011 · Cited by 116
Examining the relationship between customer bonding, customer participation, and customer satisfaction
Yi, H., Yeo, C., Amenuvor, F. E., & Boateng, H. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102598 · Cited by 114
The relationship between service customers' quality assurance behaviors, satisfaction, and effort: A cost of quality perspective
Youngdahl, W. E., & Kellogg, D. L. (1997) · Journal of Operations Management · doi:10.1016/s0272-6963(96)00097-6 · Cited by 114
Service Encounters as Rites of Integration: An Information Processing Model
Siehl, C., Bowen, D. E., & Pearson, C. M. (1992) · Organization Science · doi:10.1287/orsc.3.4.537 · Cited by 114
“I CAN DO IT MYSELF:” TRAINING THE SERVICE CONSUMER TO CONTRIBUTE TO SERVICE PRODUCTIVITY
Goodwin, C. (1988) · Journal of Services Marketing · doi:10.1108/eb024745 · Cited by 110
Customers as oral participants in a service setting
Harris, K., Baron, S., & Ratcliffe, J. (1995) · Journal of Services Marketing · doi:10.1108/08876049510094504 · Cited by 109
Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration
Winsted, K. F. (1999) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.1999.11501833 · Cited by 109
Friendship over the counter: How social aspects of service encounters influence consumer service loyalty
Goodwin, C., & Gremler, D. D. (1996) · Advances in services marketing and management · doi:10.1016/s1067-5671(96)05059-7 · Cited by 108
Understanding student satisfaction and loyalty in the UAE HE sector
Fernandes, C., Ross, K., & Meraj, M. (2013) · International Journal of Educational Management · doi:10.1108/ijem-07-2012-0082 · Cited by 106
Feed People First: A Service Ecosystem Perspective on Innovative Food Waste Reduction
Baron, S., Patterson, A., Maull, R., & Warnaby, G. (2017) · Journal of Service Research · doi:10.1177/1094670517738372 · Cited by 106
Information Asymmetry in Information Systems Consulting: Toward a Theory of Relationship Constraints
Dawson, G. S., Watson, R. T., & Boudreau, M. (2010) · Journal of Management Information Systems · doi:10.2753/mis0742-1222270306 · Cited by 106
The active client: The boundary-spanning roles of internal consultants as gatekeepers, brokers and partners of their external counterparts
Sturdy, A. J., & Wright, C. (2011) · Management Learning · doi:10.1177/1350507611401536 · Cited by 105
Opportunism in Co-Production: Implications for Value Co-Creation
Ertimur, B., & Venkatesh, A. (2010) · Australasian Marketing Journal (AMJ) · doi:10.1016/j.ausmj.2010.07.004 · Cited by 104
Executive Insights: Virtual Services Go International: International Services in the Marketspace
Berthon, P. R., PITT, L. F., Katsikeas, C. S., & Berthon, J. P. (1999) · Journal of International Marketing · doi:10.1177/1069031x9900700307 · Cited by 104
Motivating Customers to Adhere to Expert Advice in Professional Services: A Medical Service Context
Seiders, K., Flynn, A. G., Berry, L. L., & Haws, K. L. (2014) · Journal of Service Research · doi:10.1177/1094670514539567 · Cited by 102
Change as an Underlying Theme in Professional Service Organizations: An Introduction
Greenwood, R., & Lachman, R. (1996) · Organization Studies · doi:10.1177/017084069601700401 · Cited by 100
Impact of Individual Differences and Consumers’ Readiness on Likelihood of Using Self-Service Technologies at Hospitality Settings
Kim, J. S., Christodoulidou, N., & Brewer, P. (2011) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348011407311 · Cited by 99
Service Locus of Control and Customer Coproduction: The Role of Prior Service Experience and Organizational Socialization
Büttgen, M., Schumann, J. H., & Ates, Z. (2012) · Journal of Service Research · doi:10.1177/1094670511435564 · Cited by 98
An organizational model for understanding internationalization processes
Malhotra, N., & Hinings, C. R. (2009) · Journal of International Business Studies · doi:10.1057/jibs.2009.75 · Cited by 97
Effects of positive customer-to-customer service interaction
Yoo, J., Arnold, T. J., & Frankwick, G. L. (2011) · Journal of Business Research · doi:10.1016/j.jbusres.2011.10.028 · Cited by 97
The impact of choice on co-produced customer value creation and satisfaction
Flores, J., & Vásquez‐Parraga, A. Z. (2015) · Journal of Consumer Marketing · doi:10.1108/jcm-04-2014-0931 · Cited by 93
Trading places redux: employees as customers, customers as employees
Bowers, M. R., & Martin, C. L. (2007) · Journal of Services Marketing · doi:10.1108/08876040710737859 · Cited by 93
The effects of employee behaviours on customer participation in the service encounter: The mediating role of customer emotions
Zhao, Y., Li, Y., & Keh, H. T. (2018) · European Journal of Marketing · doi:10.1108/ejm-10-2016-0559 · Cited by 93
The role of customer behavior in forming perceived value at restaurants: A multidimensional approach
Kim, E., & Tang, L. R. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102511 · Cited by 92
Customer Roles in Self-Service Technology Encounters in a Tourism Context
Kelly, P., Lawlor, J., & Mulvey, M. S. (2016) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2016.1156612 · Cited by 92
A CUSTOMER INTERACTION APPROACH TO STRATEGY AND PRODUCTION COMPLEXITY ALIGNMENT IN SERVICE FIRMS.
Skaggs, B. C., & Huffman, T. (2003) · Academy of Management Journal · doi:10.2307/30040668 · Cited by 91
A review of service quality and service delivery: Towards a customer co-production and customer-integration approach
Alzaydi, Z. M., Al-Hajla, A. H., Nguyen, B., & Jayawardhena, C. (2017) · Business Process Management Journal · doi:10.1108/bpmj-09-2016-0185 · Cited by 90
Dynamics of the career plateauing process
Stout, S. K., Slocum, J. W., & Cron, W. L. (1988) · Journal of Vocational Behavior · doi:10.1016/0001-8791(88)90007-3 · Cited by 89
A re-examination of the antecedents and impact of customer participation in service
Wu, C. H. (2010) · Service Industries Journal · doi:10.1080/02642060902960768 · Cited by 88
Construction and Validation of the Customer Participation Scale
Chen, S. C., & Raab, C. (2014) · Journal of Hospitality & Tourism Research · doi:10.1177/1096348014525631 · Cited by 86
A customer-dominant logic on service recovery and customer satisfaction
Cheung, M. F. Y., & To, W. M. (2016) · Management Decision · doi:10.1108/md-03-2016-0165 · Cited by 85
The effect of customer participation on service providers' job stress
Hsieh, A., & Yen, C. (2005) · Service Industries Journal · doi:10.1080/02642060500134162 · Cited by 83
La socialisation organisationnelle du client dans les entreprises de service: concept et dimensions
Goudarzi, K., & Eiglier, P. (2006) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737010602100304 · Cited by 81
Technology-based service delivery: A classification scheme for developing marketing strategies
Dabholkar, P. A. (1994) · Advances in services marketing and management · doi:10.1016/s1067-5671(94)03021-9 · Cited by 81
In Search of Explanations for the Consulting Explosion
Kieser, A., & Ernst, B. (2002) · Cited by 80
Research themes, concepts and relationships: A study ofInternational Journal of Service Industry Management(1990‐2005)
Pilkington, A., & Chai, K. (2008) · International Journal of Service Industry Management · doi:10.1108/09564230810855725 · Cited by 80
Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value
Voropanova, E. (2015) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593969.2015.1089304 · Cited by 80
An Interaction Model of Business Service Production and Consumption
O'FARRELL, P. N., & Moffat, L. A. R. (1991) · British Journal of Management · doi:10.1111/j.1467-8551.1991.tb00027.x · Cited by 80
Legitimacy Processes and Trajectories of Co-Prosumption Services: Insights from Coworking Spaces
Bouncken, R. B., & Tiberius, V. (2021) · Journal of Service Research · doi:10.1177/10946705211050208 · Cited by 79
Customer involvement in service production, delivery and quality: the challenges and opportunities
Dadfar, H., Brege, S., & Semnani, S. S. E. (2013) · International Journal of Quality and Service Sciences · doi:10.1108/17566691311316248 · Cited by 79
Building customer satisfaction with tour leaders: the roles of customer trust, justice perception, and cooperation in group package tours
Cheng, J.-C., Chen, C.-Y., Yen, C., & Teng, H.-Y. (2016) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2016.1271816 · Cited by 79
The link between customer satisfaction and price sensitivity: An investigation of retailing industry in Taiwan
Low, W.-S., Lee, J.-D., & Cheng, S.-M. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.06.011 · Cited by 78
Managing customers as employees of the firm: New challenges for human resources management
Halbesleben, J. R. B., & Buckley, M. R. (2004) · Personnel Review · doi:10.1108/00483480410528878 · Cited by 77
A Field Investigation of Participant and Environment Effects on Pharmacist–Patient Communication in Community Pharmacies
Schommer, J. C., & Wiederholt, J. B. (1995) · Medical Care · doi:10.1097/00005650-199506000-00001 · Cited by 77
Enhancing customer self-efficacy in co-producing service experiences
Ford, R. C., & Dickson, D. R. (2011) · Business Horizons · doi:10.1016/j.bushor.2011.11.005 · Cited by 76
Client–project manager engagements, trust, and loyalty
Webber, S. S., & Klimoski, R. J. (2004) · Journal of Organizational Behavior · doi:10.1002/job.294 · Cited by 76
Are your customers good enough for your service business?
Bateson, J. (2002) · Academy of Management Perspectives · doi:10.5465/ame.2002.8951336 · Cited by 73
Co‐creating value using customer training and education in a healthcare service design
Damali, U., Miller, J. L., Fredendall, L. D., Moore, D. D., & Dye, C. J. (2016) · Journal of Operations Management · doi:10.1016/j.jom.2016.10.001 · Cited by 73
Customer participation to co-create value in human transformative services: a study of higher education and health care services
Hau, L. N., & Thúy, P. N. (2015) · Service Business · doi:10.1007/s11628-015-0285-y · Cited by 72
The antecedents and consequences of service customer citizenship and badness behavior
Yi, Y., & Gong, T. (2006) · Strathprints: The University of Strathclyde institutional repository (University of Strathclyde) · Cited by 72
Are knowledge intensive business services really co-produced? Overcoming lack of customer participation in KIBS
Santos, J. B., & Spring, M. (2015) · Industrial Marketing Management · doi:10.1016/j.indmarman.2015.04.005 · Cited by 71
The manufacturing TQM and service quality literatures: synergistic or conflicting paradigms?
Silvestro, R. (1998) · International Journal of Quality & Reliability Management · doi:10.1108/02656719810198917 · Cited by 71
Operating without operations: how is technology changing the role of the firm?
Breidbach, C. F., Choi, S., Ellway, B. P. W., Keating, B. W., Kormusheva, K., Kowalkowski, C., Lim, C., & Maglio, P. P. (2018) · Journal of service management · doi:10.1108/josm-05-2018-0127 · Cited by 71
Action control, proxy control, and consumers' evaluations of the service exchange
Namasivayam, K. (2004) · Psychology and Marketing · doi:10.1002/mar.20014 · Cited by 70
A flow-based model of web site intentions when users customize products in business-to-consumer electronic commerce
Kamis, A. A., Stern, T., & Ladik, D. M. (2008) · Information Systems Frontiers · doi:10.1007/s10796-008-9135-y · Cited by 69
Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow
Salomann, H., Kolbe, L. M., & Brenner, W. (2005) · e-Service Journal · doi:10.1353/esj.2006.0011 · Cited by 69
Cyberservice: Taming service marketing problems with the world wide web
PITT, L. F., Berthon, P. R., & Watson, R. T. (1999) · Business Horizons · doi:10.1016/s0007-6813(99)80044-5 · Cited by 69
A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations
McCollough, M. A., & Gremler, D. D. (2004) · Managing Service Quality · doi:10.1108/09604520410513677 · Cited by 68
Activating Consumers for Better Service Coproduction outcomes through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support
Mende, M., Scott, M. L., Bitner, M. J., & Ostrom, A. L. (2015) · Journal of Public Policy & Marketing · doi:10.1509/jppm.14.099 · Cited by 68
Improvisation in service recovery
Cunha, M. P. E., Rego, A., & Kamoche, K. N. (2009) · Managing Service Quality · doi:10.1108/09604520911005053 · Cited by 67
The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions
Levy, S. E. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.10.003 · Cited by 66
How do customers' SNS participation activities impact on customer equity drivers and customer loyalty? Focus on the SNS services of a global SPA brand
Chae, H., Ko, E., & Han, J. (2015) · Journal of Global Scholars of Marketing Science · doi:10.1080/21639159.2015.1012809 · Cited by 66
Value co-creation in the beverage and food industry
Tardivo, G., Thrassou, A., Viassone, M., & Serravalle, F. (2017) · British Food Journal · doi:10.1108/bfj-02-2017-0119 · Cited by 66
Co-constructing the service experience: Exploring the role of customer emotion management
Tumbat, G. (2011) · Marketing Theory · doi:10.1177/1470593111403219 · Cited by 65
Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction: A Comparative Study
Gruber, T., Lowrie, A., Brodowsky, G. H., Reppel, A. E., Voss, R., & Chowdhury, I. N. (2012) · Journal of Marketing Education · doi:10.1177/0273475312450385 · Cited by 64
“I Want to Help” versus “I Am Just Mad”: How Affective Commitment Influences Customer Feedback Decisions
Liu, S. Q., & Mattila, A. S. (2015) · Cornell Hospitality Quarterly · doi:10.1177/1938965515570939 · Cited by 64
Integrated marketing communications: New role expectations and performance issues in the client-ad agency relationship
Beard, F. K. (1996) · Journal of Business Research · doi:10.1016/s0148-2963(96)00071-9 · Cited by 63
Customer role and skill trajectories in services
Chervonnaya, O. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310478864 · Cited by 63
The consumer as “transient employee”: Consumer satisfaction through the lens of job‐performance models
Namasivayam, K. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310489259 · Cited by 62
RETRACTED ARTICLE: Sustainability and the authentic experience. Harnessing brand heritage – a study from Japan
(2017) · Journal of Sustainable Tourism · doi:10.1080/09669582.2017.1310867 · Cited by 62
Retracted
Explaining Wage Inequality in Telecommunications Services: Customer Segmentation, Human Resource Practices, and Union Decline
Batt, R. (2001) · Industrial and Labor Relations Review · doi:10.1177/001979390105400223 · Cited by 62
Antecedents of mandatory customer participation in service encounters: An empirical study
Chen, S. C., Raab, C., & Tanford, S. (2015) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.01.012 · Cited by 61
Changing roles of customers: consequences for HRM
Graf, A. (2007) · International Journal of Service Industry Management · doi:10.1108/09564230710826269 · Cited by 61
Critical service quality encounters on the Web: an exploratory study
Sweeney, J., & Lapp, W. (2004) · Journal of Services Marketing · doi:10.1108/08876040410542272 · Cited by 61
Crowdsourcing und der Arbeitende Konsument
Kleemann, F., Voß, G. G., & Rieder, K. (2008) · Social Science Open Access Repository (GESIS – Leibniz Institute for the Social Sciences) · doi:10.21241/ssoar.64725 · Cited by 60
Complex service recovery processes: how to avoid triple deviation
Edvardsson, B., Tronvoll, B., & Höykinpuro, R. (2011) · Managing Service Quality · doi:10.1108/09604521111146234 · Cited by 60
On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy
Garrouch, K., & Ghali, Z. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103396 · Cited by 59
Consumers at work, or curiosity at play? Revisiting the prosumption/value cocreation debate with smartphones and two-dimensional bar codes
Cochoy, F. (2014) · Marketing Theory · doi:10.1177/1470593114540676 · Cited by 59
The effects of value co-creation activities on the perceived performance of exhibitions: A service science perspective
Wong, J. W. C., & Lai, I. K. W. (2019) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2019.03.003 · Cited by 59
A principal–agent perspective on consumer co-production: Crowdfunding and the redefinition of consumer power
Chaney, D. (2018) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2018.06.013 · Cited by 58
Concept of service in the hospitality industry
Barrington, M. N., & Olsen, M. D. (1987) · International Journal of Hospitality Management · doi:10.1016/0278-4319(87)90047-8 · Cited by 58
The Effect of Consumer Participation on Price Sensitivity
Hsieh, A. T., & CHANG, E. T. (2004) · Journal of Consumer Affairs · doi:10.1111/j.1745-6606.2004.tb00869.x · Cited by 57
Clients' involvement in environmental issues and organizational performance in businesses: an empirical analysis
Cimadevilla, B. J., González, J. Á. D. B., & Sánchez, E. F. (2012) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2012.07.029 · Cited by 57
An institutional perspective of non‐financial management accounting measures: a review of the financial services industry
Hussain, M., & Gunasekaran, A. (2002) · Managerial Auditing Journal · doi:10.1108/02686900210447524 · Cited by 56
Using customer knowledge for service innovation in travel agency industry
Xie, L., Guan, X., Cheng, Q., & Huan, T.-C. T. C. (2020) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2020.08.001 · Cited by 56
How Should Customers Be Integrated for Effective Interorganizational NPD Teams? An Input–Process–Output Perspective
Stock, R. (2014) · Journal of Product Innovation Management · doi:10.1111/jpim.12112 · Cited by 55
Enhancing the effect of frontline public employees’ individual ambidexterity on customer value co-creation
Tuấn, L. T., Rowley, C., & Dinh, K. C. (2018) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-04-2017-0091 · Cited by 54
The 4Cs of mass customization in service industries: a customer lens
Pallant, J. L., Sands, S., & Karpen, I. O. (2020) · Journal of Services Marketing · doi:10.1108/jsm-04-2019-0176 · Cited by 54
Mirror, mirror on the wall – how customers perceive their contribution to service provision
Fließ, S., Dyck, S., & Schmelter, M. (2014) · Journal of service management · doi:10.1108/josm-09-2013-0266 · Cited by 53
Market-focused HRM in service organizations: Satisfying internal and external customers
Bowen, D. E. (1996) · Journal of Market-Focused Management · doi:10.1007/bf00129602 · Cited by 53
The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology
Bhappu, A. D., & Schultze, U. (2006) · Journal of Service Research · doi:10.1177/1094670506286571 · Cited by 53
Professional concern: managing knowledge‐based service relationships
Mills, P. K., & Moshavi, D. (1999) · International Journal of Service Industry Management · doi:10.1108/09564239910255370 · Cited by 53
Self-citation
Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti İlişkisi
Yürür, Ş., & ÜNLÜ, O. (2011) · iş, güç/İktisadi yenilik dergisi · doi:10.4026/1303-2860.2011.0174.x · Cited by 52
Customer Psychological Empowerment as a Critical Source of Customer Engagement
Morrongiello, C., N’Goala, G., & Kréziak, D. (2016) · International Studies of Management and Organization · doi:10.1080/00208825.2017.1241089 · Cited by 52
Student Participation in Academic Advising: Propensity, Behavior, Attribution and Satisfaction
Braun, J., & Zolfagharian, M. (2016) · Research in Higher Education · doi:10.1007/s11162-016-9414-2 · Cited by 51
External organizational commitment
McElroy, J. C., Morrow, P. C., & Laczniak, R. N. (2001) · Human Resource Management Review · doi:10.1016/s1053-4822(00)00050-4 · Cited by 51

Authors: Mills, P. K., & Morris, J. H.
Affiliations: Santa Clara University (US)
Naval Postgraduate School (US)
Venue: The Academy of Management Review
Publisher: Academy of Management
Published: 1986-10
Volume: 11
Issue: 4
Pages: 726
ISSN: 0363-7425 (ISSN-L)
DOI: 10.2307/258392
OpenAlex: W2104018553
Cited by: 735
References: 36
Citations by year: 2026: 5 · 2025: 3 · 2024: 17 · 2023: 37 · 2022: 13 · 2021: 30 · 2020: 24 · 2019: 16 · 2018: 40 · 2017: 29 · 2016: 41 · 2015: 43 · 2014: 43 · 2013: 29 · 2012: 36
FWCI: 16.13
Type: journal article
Language: en
Open access: closed
Locations: Academy of Management Review (publishedVersion)
Calhoun: The Naval Postgraduate School Institutional Archive (Naval Postgraduate School) (submittedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
Social Sciences › Public Administration › Public Policy and Administration Research
Keywords: client participation, service organizations, role development, role definition, service creation, client role

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

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.

Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation

Abstract

Overview

Integrity signals

Verification

Claims the paper makes

Citations

Cites

Cited by

Related

Metadata

Record

About these checks

Data sources