How to prevent your customers from failing

MIT Sloan Management Review

Volumn 47, Issue 3, 2006, Pages 30-38

  Tax, Stephen S ^a   Colgate, Mark ^a   Bowen, David E ^b  

^a UNIVERSITY OF VICTORIA   (Canada)

^b Garvin School of International Management   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33845353605     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (23)

1. R.B. Chase and D.M. Stewart, "Make Your Service Fail-Safe," MIT Sloan Management Review 35 (spring 1994): 35-45.
2. V. Zeithaml and M.J. Bitner, "Services Marketing: Integrating Customer Focus Across the Firm," 3rd ed. (New York: McGraw Hill, 2003).
3. World Health Organization, "Adherence to Long-Term Therapies: Evidence for Action," report (Geneva: WHO, 2003).
4. M.H. Beers and R. Berkow, eds., "Merck Manual of Diagnosis and Therapy," 17th ed. (New York: John Wiley & Sons, 1999).
5. See N. Bendapudi and R. Leone, "Psychological Implications of Customer Participation in Co-Production," Journal of Marketing 67 (January 2003): 14-28;
6. L.A. Bettencourt, "Customer Voluntary Performance: Customers as Partners in Service Delivery," Journal of Retailing 73, no. 3 (1997): 383-406;
7. and L.A. Bettencourt, A.L. Ostrom, S.W. Brown and R.I. Roundtree, "Client Co-Production in Knowledge-Intensive Business Services," California Management Review 44 (summer 2002): 100-128.
8. C.K. Prahalad and V. Ramaswamy, "Co-opting Customer Competence," Harvard Business Review 78 (January-February 2000): 79-87.
9. S.S.Tax and S.W. Brown, "Recovering and Learning from Ser-vice Failure," MIT Sloan Management Review 40 (fall 1998): 75-89.
10. S. Picton, "Now What Do We Do?" National Post, Mar. 27, 2001, sec. E, pp. 1-2.
11. M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner, "Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters," Journal of Marketing 64, no. 3 (2000): 50-64.
12. D.M. Stewart and R.B. Chase, "The Impact of Human Error on Delivering Service Quality," Production and Operations Management 8, no. 3 (fall 1999): 240-263.
13. Chase, "Make Your Service Fail-Safe";
14. and Stewart, "The Impact of Human Error on Delivering Service Quality."
15. D.E. Bowen, "Managing Customers as Human Resources in Service Organizations," Human Resource Management 25, no. 3 (1986): 371-384.
16. M.J. Bitner, "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing 56 (April 1992): 57-71.
17. Meuter, "Self-Service Technologies";
18. and A. Parasuraman, V.A. Zeithaml and A. Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," Journal of Service Research 7 (February 2005): 213-233.
19. Bowen, "Managing Customers as Human Resources."
20. Ibid.
21. S. Dellande, M.C. Gilly and J.L. Graham, "Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services," Journal of Marketing 68 (July 2004): 78-91.
22. P.M. Podsakoff, S.B. MacKenzie, J.B. Paine and D.G. Bachrach, "Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research," Journal of Management 26, no. 3 (2000): 513-563;
23. and D.E. Bowen, S.W. Gilliiand and R. Folger, "HRM and Service Fairness: How Being Fair with Employees Spills over to Customers," Organizational Dynamics 27 (winter 1999): 7-23.