Customer participation in services: a framework for process design

Moscoso, Philip G.; Lago, Alejandro

doi:10.1504/ijqrs.2015.069781

Cited by 9 publications

(7 citation statements)

References 67 publications

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“…First, the results of this study are based on data obtained from casual restaurant consumers in the USA, which may limit its generalizability to other service settings and other types of restaurants. As CCI may have a different level of impact in different service contexts (Amorim et al , 2015), and some nonverbal cues can be interpreted differently in different cultural contexts (Bonaccio et al , 2016), future investigations should examine the conceptual model presented in this study in other types of restaurants, other service settings and under other cultural contexts. Second, as suggested by Bonaccio et al (2016), individuals’ perceptions and preferences for nonverbal displays are different across genders.…”

Section: Discussionmentioning

confidence: 99%

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

Lin

Zhang

Gürsoy

2020

IJCHM

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Purpose This study aims to examine the relationship among nonverbal customer-to-customer interactions (CCIs), positive and negative emotions, customer satisfaction and loyalty intentions. Design/methodology/approach The conceptual model that was developed using the stimulus-organism-response theoretical framework was tested using a sample of 583 consumers. Findings The results show that kinesics and paralanguage positively affect customers’ positive emotions while proxemics, paralanguage and physical appearance negatively influence their negative emotions. Further, both positive and negative emotions are found to have significant impacts on customer satisfaction and loyalty intentions. Research limitations/implications Theoretically, this study not only contributes to the existing servicescape and customer experience literature but also expands nonverbal interaction research in the hospitality management field. However, results may have limited generalizability to other service settings and other cultural contexts. Originality/value This study is one of the first to investigate the impact of nonverbal CCIs on service experiences.

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Section: Discussionmentioning

confidence: 99%

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

Lin

Zhang

Gürsoy

2020

IJCHM

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“…The existent literature confirms that CI in the service delivery process improves quality as customers become responsible for their satisfaction (Bitner et al, 1997;Chakraborty & Kaynak, 2014;Dong et al, 2014;Liang et al, 2020). However, other studies contend that CI in the delivery process significantly impacts negatively the quality of the service outcome (Amorim et al, 2015;Chandon et al, 1997;Hwang et al, 2015;Mersha, 1990;Najafi-Tavani et al, 2022;Soteriou & Chase, 1998). Hence there is a bidirectional relationship between QM and CI.…”

Section: Quality Management and Customer Inputsmentioning

confidence: 98%

Quality Management, Customer Inputs and Operational Complexity in Knowledge-Based Service Operations

Inyo,

Githii

2022

JSSM

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Managing complex service operations requires a comprehensive understanding of the fundamental dynamics and intricacies that affect the performance of service firms. This study is a review of the critical literature on how quality management, customer inputs, and operational complexity are interrelated and their respective influence on the delivery of knowledge-based service operations. Research propositions are developed to illustrate the key relationships among concepts and basic components of service quality, indispensable customer inputs, and prime sources of operational complexity. The study identifies two dimensions of quality; process quality and output quality and four categories of customer inputs; physical presence, task performance, material belongings, and information and knowledge. The study pinpoints four sources of operational complexity; complicatedness, uncertainty, interrelatedness, and multiplicity. A conceptual model is developed as a foundation for future research, particularly in service delivery systems, customer evaluation tools, and complex systems. The study extends knowledge of how knowledge-based service operations can enhance productivity by managing quality, customer inputs, and operational complexity.

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“…Resources integrate employee work and capital and can be somehow controlled by the service manager. Customer participation is a fundamental characteristic of services [14], in such a way that Amorim, Moscoso, and Lago [15] state that "the delivery of services always requires some type of interaction with the customer".…”

Section: Service Managementmentioning

confidence: 99%

“…The logical sequence of the phases may change; some may occur simultaneously or, eventually, not. This will happen according to the service [15]. The author states that the degree of customer participation changes over a service process according to these phases.…”

Section: Service Processmentioning

confidence: 99%

See 1 more Smart Citation

An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon

2020

Self Cite

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The events sector is continuously growing, driven by economic development and increased spending on leisure. As events may generate a large amount of waste, an environmental impact assessment is increasingly important for any event. The importance and necessity of this has recently become more significant not only from an environmental preservation perspective, but also from a social responsibility perspective, and from a marketing and public relations perspective. This paper presents a study carried out with the objective of creating a model adapted from the ServQual to evaluate the quality of the service provided with events, complementing the model with an environmental sustainability add on. Based on an action-research approach, a model was built that was developed and applied to small events in a Brazilian municipality. As the main result of this work, this approach allowed to create a way to measure the event quality, considering the gaps between expectations and perceptions of the client, adapting the ServQual Model to an event-type service. Moreover, it allowed the inclusion of an environmental sustainability dimension to ServQual. This adaptation of the model introduced new managerial analysis and was considered relevant by event managers. This study extends the application of service management tools to the specific domain of events, building on the perspective that event management shares a great deal of characteristics of services.

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Customer participation in services: a framework for process design

Cited by 9 publications

References 67 publications

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

Impact of nonverbal customer-to-customer interactions on customer satisfaction and loyalty intentions

Quality Management, Customer Inputs and Operational Complexity in Knowledge-Based Service Operations

An Adaptation of SERVQUAL for Events Evaluation: An Environmental Sustainability Addon

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