Customer role and skill trajectories in services

International Journal of Service Industry Management

Volumn 14, Issue 3-4, 2003, Pages 347-363

  Chervonnaya, Oxana ^a  

^a MAASTRICHT UNIVERSITY   (Netherlands)

Author keywords

Consumer behaviour; Roles; Services; Skills

Indexed keywords

EID: 0042239275     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230310478864     Document Type: Article

References (44)

1. Alba, J.W. and Hutchinson, J. (1987), "Dimensions of consumer expertise", Journal of Consumer Research, Vol. 13, pp. 411-54.
2. Armistead, C.G. (1985), "Design of service operations", in Armistead, C., Johnston, B. and Morris, B. (Eds), Operations Management in Service Industries and the Public Sector, John Wiley & Sons, Chichester, pp. 51-64.
3. Barnes, J.G., Dunne, P.A. and Glynn, W.J. (2000), "Self-service and technology: unanticipated and unintended effects on customer relationships", in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA, pp. 89-102.
4. Bateson, J.E. (1989), Managing Services Marketing, The Dryden Press, Chicago, IL.
5. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), "Customer contributions and roles in service delivery", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205.
6. Bon, J. and Pras, B. (1998), "Dissociation of the roles of buyer, payer and consumer", in Lambkin, M., Foxall, G., Van Raaij, F. and Heilbrunn, B. (Eds), European Perspectives on Consumer Behaviour, Prentice-Hall, Hemel Hempstead, pp. 118-29.
7. Bonoma, T.V. (1985), "Case research in marketing: opportunities, problems, and a process", Journal of Marketing Research, Vol. XXII, pp. 199-208.
8. Borghans, L., Green, F. and Mayhew, K. (2001), "Skills measurement and economic analysis: an introduction", Oxford Economic Papers, Vol. 3, pp. 375-84.
9. Brown, R.B. (1993), "Meta-competence: a recipe for refraining the competence debate", Personnel Review, Vol. 22 No. 6, pp. 25-36.
10. Bullinger, J. and Schäfer, M. (1997), "Wie Sie von Kunden lernen", Gablers Magazin, Vol. 4, pp. 8-11.
11. Canziani, B.F. (1997), "Leveraging customer competency in service firms", International Journal of Service Industry Management, Vol. 8 No. 1, pp. 5-25.
12. Gallouj, F. and Weinstein, O. (1997), "Innovation in services", Research Policy, Vol. 26, pp. 537-56.
13. Gersuny, C. and Rosengren, W.R. (1973), The Service Society, Schenkman Publishing, Cambridge, MA.
14. Gibbert, M., Leibold, M. and Probst, G. (2002), "Five styles of customer knowledge management, and how smart companies use them to create value", European Management Journal, Vol. 20 No. 5, pp. 459-69.
15. Gummesson, E. and Kingman-Brundage, J. (1992), "Service design and quality: applying service blueprinting and service mapping to railroad services", in Kunst, P. and Lemmink, J. (Eds), Quality Management in Services, Van Gorcum, Assen, pp. 101-14.
16. Hauknes, J. (1998), Services in Innovation - Innovation in Services, SI4S Final Report, STEP Group, Oslo.
17. Kelley, S.W., Donnelly, J.H. and Skinner, S.J. (1990), "Customer participation in service production and delivery", Journal of Retailing, Vol. 66 No. 3, pp. 315-35.
18. Kirschner, P., Van Vilsteren, P., Hummel, H. and Wigman, M. (1997), "The design of a study environment for acquiring academic and professional competence", Studies in Higher Education, Vol. 22 No. 2, pp. 151-71.
19. Larsson, R. and Bowen, D.E. (1989), "Organization and customer: managing design and coordination of services", Academy of Management Review, Vol. 14 No. 2, pp. 213-33.
20. Lovelock, C.H. (1980), "Towards a classification of services", in Lamb, W.C. and Dunne, P.M. (Eds), Theoretical Developments in Marketing Proceedings Series, American Marketing Association, Chicago, IL, pp. 72-6.
21. Lovelock, C.H. (1983), "Classifying services to gain strategic marketing insights", Journal of Marketing, Vol. 47, pp. 9-20.
22. Martin, C.R., Horne, D.A. and Schultz, A.M. (1999), "The business-to-business customer in the service innovation process", European Journal of Innovation Management, Vol. 2 No. 2, pp. 55-62.
23. Mills, P.K. and Margulies, N. (1980), "Toward a core typology of service organizations", Academy of Management Review, Vol. 5 No. 2, pp. 249-54.
24. Mills, P.K. and Morris, J.H. (1986), "Clients as 'partial' employees of service organization: role development in client participation", Academy of Management Review, Vol. 11 No. 4, pp. 726-35.
25. Newman, M. and Robey, D. (1992), "A social process model of user-analyst relationships", MS Quarterly, Vol. 16 No. 2, pp. 249-66.
26. Normann, R. (1996), Service Management: Strategy and Leadership in Service Business, 2nd ed., John Wiley & Sons, Chichester.
27. Petit, P. and Soete, L. (2001), "Technical change and employment growth in services: analytical and policy challenges", in Petit, P. and Soete, L. (Eds), Technology and the Future of European Employment, Edward Elgar, Cheltenham and Northampton, pp. 166-203.
28. Prahalad, C.K. and Ramaswamy, V. (2000), "Co-opting customer competence", Harvard Business Review, Vol. 78 No. 1, pp. 79-87.
29. Prigozhin, A. (2001), "Bolshe vsego konsultanti uchatsya u svoikh klientov", Upravleniye Personalom, Vol. 8, pp. 17-19.
30. Reichheld, F.F. and Schefter, P. (2000), "E-loyalty", Harvard Business Review, Vol. 78 No. 2, pp. 105-13.
31. Rodie, A.R. and Kleine, S.S. (2000), "Customer participation in service production and delivery", in Swartz, T. A. and Iacobucci, D. (Eds), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA, pp. 111-25.
32. Sahal, D. (1985), "Technological guideposts and innovation avenues", Research Policy, Vol. 14, pp. 61-82.
33. Senker, J. (1995), "Tacit knowledge and models of innovation", Industrial and Corporate Change, Vol. 4, pp. 425-47.
34. Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992), "Towards a classification of service processes", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 62-75.
35. Sivula, R.P. (1997), Competing on Knowledge from Customers: Strategic Perspective on Managing Knowledge-intensive Business Service Firms, Tummavuoren Kirjapaino Oy, Vantaa.
36. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), "A role theory perspective on dyadic interactions: the service encounter", Journal of Marketing, Vol. 49, pp. 99-111.
37. Szasz, T. and Hollender, M. (1956), "A contribution to the philosophy of medicine: the basic models of the doctor-patient relationship", Archives of Internal Medicine, Vol. 97, pp. 585-92.
38. Van Ours, J. (1991), "Self-service activities and formal or informal market services", Applied Economics, Vol. 23, pp. 505-16.
39. Voss, C. (1985), "The role of users in the development of applications software", Journal of Product Innovation Management, Vol. 2, pp. 113-21.
40. Whittle, S. and Foster, M. (1989), "Customer profiling: getting into your customer's shoes", Management Decision, Vol. 27 No. 6, pp. 27-30.
41. Wibe, M.D. and Narula, R. (2001), Interactive Learning in an Innovation System: The Case of Norwegian Software Companies MERIT-Infonomics Research Memorandum Series, 2001-040, Maastricht.
42. Wortzel, L.H. (1976), "The behavior of the health care consumer: a selective review", in Anderson, B.B. (Ed.), Advances in Consumer Research, III, Proceedings of Association for Consumer Research, Sixth Annual Conference pp. 295-301.
43. Zeithaml, V.A. and Bitner, M. J. (2000), Services Marketing: Integrating Customer Focus across the Firm, 2nd ed., McGraw-Hill Higher Education, Boston, MA.
44. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, New York, NY.