Presents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of service customers’ participation in service quality assurance. Examines the relationship between these behaviours and satisfaction. Presents an initial conceptualization of a service customer’s value chain constructed from these behaviours. Provides implications for services marketing, human resource management and service operations. In sum, the two conceptual frameworks presented in this research add to researchers’ and practitioners’ understanding of how customer participation in service delivery is related to satisfaction.
Kellogg, D., Youngdahl, W. and Bowen, D. (1997), "On the relationship between customer participation and satisfaction: two frameworks", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 206-219. https://doi.org/10.1108/09564239710185406Download as .RIS
MCB UP Ltd
Copyright © 1997, MCB UP Limited