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

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

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

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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.

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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

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

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