Customer contributions and roles in service delivery | Zendy

Mary Jo Bitner | Zendy; William T. Faranda | Zendy; Amy R. Hubbert | Zendy; Valarie A. Zeithaml | Zendy

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Customer contributions and roles in service delivery

Author(s) -

Mary Jo Bitner,

William T. Faranda,

Amy R. Hubbert,

Valarie A. Zeithaml

Publication year - 1997

Publication title -

international journal of service industry management

Language(s) - English

Resource type - Journals

eISSN - 1758-6704

pISSN - 0956-4233

DOI - 10.1108/09564239710185398

Subject(s) - service delivery framework , business , process management , context (archaeology) , service design , service quality , service (business) , customer service assurance , marketing , process (computing) , customer advocacy , customer satisfaction , conceptual framework , knowledge management , computer science , sociology , paleontology , social science , biology , operating system

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.

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