A process-output classification for customer participation in services

震级(天文学) 过程(计算) 顾客满意度 实证研究 心理学 计量经济学 计算机科学 数学 业务 统计 营销 物理 天文 操作系统
作者
Beibei Dong,K. Sivakumar
出处
期刊:Journal of Service Management [Emerald Publishing Limited]
卷期号:26 (5): 726-750 被引量:32
标识
DOI:10.1108/josm-01-2015-0005
摘要

Purpose – The purpose of this paper is to propose a classification for customer participation (CP) in services. Furthermore, it develops research propositions examining the moderating role of the proposed classification on the link between the magnitude of CP and service outcomes. Design/methodology/approach – Building on the process-output framework, the paper explores the contingent nature of the effect of CP magnitude on service outcomes (satisfaction and efficiency). Findings – The research propositions suggest that specific output enhances the positive effect of CP magnitude on satisfaction but also intensifies the negative effect of CP magnitude on efficiency; conversely, generic output diminishes the positive effect of CP magnitude on satisfaction but mitigates the negative effect of CP magnitude on efficiency. The effect of CP magnitude on satisfaction is stronger for a structured participation process than for an unstructured process; while the negative effect of CP magnitude on efficiency is stronger for an unstructured participation process than for a structured process. Further, process structure has an asymmetric enhancing effect on the negative link between CP magnitude and efficiency such that the enhancing effect of process structure is stronger for specific output than for generic output; likewise, process structure has an asymmetric enhancing effect on the positive link between CP magnitude and satisfaction such that the enhancing effect of structure is stronger for generic output than for specific output. Research limitations/implications – The research provides a conceptual approach to classify CP. Further research can focus on empirical validation as well as expanding the scope and variables examined. Practical implications – The research points to guidelines to structure CP activities based on the nature of the participation process and the type of service output to achieve the competing goals of customer satisfaction and efficiency. Originality/value – The proposed classification offers a new method to visualize CP in services. The framework is applicable to a wide variety of services, service contexts, and resources contributed by customers during their participation.
最长约 10秒,即可获得该文献文件

科研通智能强力驱动
Strongly Powered by AbleSci AI
更新
PDF的下载单位、IP信息已删除 (2025-6-4)

科研通是完全免费的文献互助平台,具备全网最快的应助速度,最高的求助完成率。 对每一个文献求助,科研通都将尽心尽力,给求助人一个满意的交代。
实时播报
DKW发布了新的文献求助10
刚刚
刚刚
超帅的访云完成签到,获得积分10
刚刚
大个应助宋嘉新采纳,获得10
刚刚
chf102完成签到,获得积分10
1秒前
hzh完成签到 ,获得积分10
1秒前
ding应助tejing1158采纳,获得10
1秒前
hjb完成签到,获得积分10
1秒前
1111完成签到,获得积分10
2秒前
小二郎应助剁辣椒蒸鱼头采纳,获得30
2秒前
2秒前
3秒前
CipherSage应助GG采纳,获得10
3秒前
3秒前
小宇宙完成签到,获得积分10
3秒前
贾旭完成签到,获得积分10
4秒前
CR7举报天天小女孩求助涉嫌违规
4秒前
ll应助BenQiu采纳,获得10
4秒前
资山雁完成签到 ,获得积分10
4秒前
完美世界应助BaekHyun采纳,获得10
5秒前
hjb发布了新的文献求助10
5秒前
科目三应助灰灰采纳,获得10
6秒前
yulong完成签到 ,获得积分10
6秒前
魔幻一笑完成签到,获得积分10
6秒前
张大英发布了新的文献求助10
7秒前
7秒前
恩恩灬完成签到,获得积分10
7秒前
月月完成签到,获得积分10
7秒前
8秒前
8秒前
CAOHOU应助归途采纳,获得10
8秒前
田様应助大白不白采纳,获得10
9秒前
9秒前
魔幻一笑发布了新的文献求助30
10秒前
wzz完成签到,获得积分10
10秒前
10秒前
10秒前
10秒前
10秒前
10秒前
高分求助中
【提示信息,请勿应助】关于scihub 10000
The Mother of All Tableaux: Order, Equivalence, and Geometry in the Large-scale Structure of Optimality Theory 3000
A new approach to the extrapolation of accelerated life test data 1000
徐淮辽南地区新元古代叠层石及生物地层 500
Coking simulation aids on-stream time 450
康复物理因子治疗 400
北师大毕业论文 基于可调谐半导体激光吸收光谱技术泄漏气体检测系统的研究 390
热门求助领域 (近24小时)
化学 材料科学 医学 生物 工程类 有机化学 生物化学 物理 内科学 纳米技术 计算机科学 化学工程 复合材料 遗传学 基因 物理化学 催化作用 冶金 细胞生物学 免疫学
热门帖子
关注 科研通微信公众号,转发送积分 4016913
求助须知:如何正确求助?哪些是违规求助? 3557067
关于积分的说明 11323667
捐赠科研通 3289813
什么是DOI,文献DOI怎么找? 1812563
邀请新用户注册赠送积分活动 888139
科研通“疑难数据库(出版商)”最低求助积分说明 812136