Customer contributions and roles in service delivery
Customer contributions and roles in service delivery
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DOI：
10.1108/09564239710185398
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发表时间：
1997-01-01
期刊：
影响因子：
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通讯作者：
Zeithaml, VA
中科院分区：
文献类型：
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作者：
Bitner, MJ;Faranda, WT;Zeithaml, VA
专注于客户在创造服务体验的质量和生产力方面的作用。提出了两个概念框架，以帮助管理层的理解和重点研究工作的客户参与。第一个框架捕获不同类型服务的客户参与程度。第二部分讨论了顾客在服务提供过程中的三个主要角色。两个例子的概念-一个在减肥的背景下，另一个在乳房X线摄影筛查设置。两者都是基于实证研究，并说明了客户的角色在创造服务体验的具体应用。
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.