Work

Customer contributions and roles in service delivery

Year: 1997

Type: article

Abstract: Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first framework captures levels of customer participation across different types of services. The second discusses three major roles of customers in the service delivery process. Two examples of the concepts are presented ‐ one in a weight loss context and the other in a mammography screening setting. Both are based on empirical research and illustrate specific applications of customers’ roles in creating the service experience.

Source: International Journal of Service Industry Management

DOI: 10.1108/09564239710185398

Authors: Mary Jo Bitner, William T. Faranda, Amy R. Hubbert, Valarie A. Zeithaml

Institutions: Arizona State University, University of Virginia, University of Nebraska at Omaha

Language: English

Topic: Service and Product Innovation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2137972155

FWCI: 5.712

Cites: 23

Cited by: 999

Related to: 10