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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
DOI 10.2307/258392
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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.

Overview

Integrity signals

Registry

Crossref · 10.2307/258392

Cites

35 of 35 references verified0 citation errors · 0 not checkable

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Verification

Claims the paper makes

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Citations

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Cited by

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Metadata

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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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.

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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.