On the relationship between customer participation and satisfaction: two frameworks

Deborah L. Kellogg (University of Colorado ‐ Denver, Denver, Colorado, USA)
William E. Youngdahl (Thunderbird, The American Graduate School of International Management, Glendale, Arizona, USA)
David E. Bowen (Thunderbird, The American Graduate School of International Management, Glendale, Arizona, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Publication date: 1 August 1997

Abstract

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.

Keywords

Citation

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/10.1108/09564239710185406

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Publisher

:

MCB UP Ltd

Copyright © 1997, MCB UP Limited

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