TY  - JOUR
AB  - Purpose The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences.Design/methodology/approach A comprehensive review of the literature is conducted, analysed and presented.Findings The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures.Originality/value Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.
VL  - 24
IS  - 1
SN  - 1463-7154
DO  - 10.1108/BPMJ-09-2016-0185
UR  - https://doi.org/10.1108/BPMJ-09-2016-0185
AU  - Alzaydi Zyad M.
AU  - Al-Hajla Ali
AU  - Nguyen Bang
AU  - Jayawardhena Chanaka
PY  - 2018
Y1  - 2018/01/01
TI  - A review of service quality and service delivery: Towards a customer co-production and customer-integration approach
T2  - Business Process Management Journal
PB  - Emerald Publishing Limited
SP  - 295
EP  - 328
Y2  - 2024/09/24
ER  -