Customer input failures in service processes

International Journal of Services and Operations Management

Volumn 17, Issue 4, 2014, Pages 439-452

  Seppänen, Kaisa ^a   Huiskonen, Janne ^a   Karppinen, Henri ^a  

^a LAPPEENRANTA UNIVERSITY OF TECHNOLOGY   (Finland)

Author keywords

Customer input; Customer input failure; Customer management; Customer resource; Healthcare service process; Service process; Service process quality

Indexed keywords

EID: 84896980076     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2014.060004     Document Type: Article

References (44)

1. Bicheno, J. (2012) The Service Systems Toolbox, PICSIE Books, Buckingham, England.
2. 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.
3. Bowen, D.E. and Youngdahl, W.E. (1998) ''Lean' service: in defence of a production-line approach', International Journal of Service Industry Management, Vol. 9, No. 3, pp.207-225.
4. Cermak, D.S., File, K.M. and Prince, R.A. (2011) 'Customer participation in service specification and delivery', Journal of Applied Business Research (JABR), Vol. 10, No. 2, pp.90-97.
5. Chervonnaya, O. (2003) 'Customer role and skill trajectories in services', International Journal of Service Industry Management, Vol. 14, No. 3, pp.347-363.
6. Clear, T. and MacDonell, S.G. (2011) 'Understanding technology use in global virtual teams: research methodologies and methods', Information and Software Technology, Vol. 53, No. 9, pp.994-1011.
7. Dahiyat, S.E., Akroush, M.N. and Abu-Lail, B.N. (2011) 'An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust', International Journal of Services and Operations Management, Vol. 9, No. 4, pp.453-490.
8. Davis, M.M. and Heineke, J.N. (2005) Operations Management: Integrating Manufacturing and Services, McGraw-Hill, Irwin, USA.
9. Easton, G. (2010) 'Critical realism in case study research', Industrial Marketing Management, Vol. 39, No. 1, pp.18-128.
10. Fisk, R., Grove, S., Harris, L.C., Keeffe, D.A., Daunt, K.L., Russell-Bennett, R. and Wirtz, J. (2010) 'Customers behaving badly: a state of the art review, research agenda and implications for practitioners', Journal of Services Marketing, Vol. 24, No. 6, pp.417-429.
11. Fitzsimmons, J.A. (1985) 'Consumer participation and productivity in service operations', Interfaces, Vol. 15, No. 3, pp.60-67.
12. Fitzsimmons, J.A. and Fitzsimmons, M.J. (2006) Service Management: Operations, Strategy, and Information Technology, McGraw-Hill, New York, USA.
13. Frei, F.X. (2006) 'Breaking the trade-off between efficiency and service', Harvard Business Review, Vol. 84, No. 11, pp.92-101.
14. Godsiff, P. (2010) 'Service systems and requisite variety', Service Science, Vol. 2, No. 1, pp.92-101.
15. Golder, P.N., Mitra, D. and Moorman, C. (2012) 'What is quality? An integrative framework of processes and states', Journal of Marketing, Vol. 76, No. 4, pp.1-23.
16. Grönroos, C. (2006) 'Adopting a service logic for marketing', Marketing Theory, Vol. 6, No. 3, pp.317-333.
17. Grönroos, C. (2008) 'Service logic revisited: who creates value? And who co-creates?', European Business Review, Vol. 20, No 4, pp.298-314.
18. Grönroos, C. and Ojasalo, K. (2004) 'Service productivity: towards a conceptualization of the transformation of inputs into economic results in services', Journal of Business Research, Vol. 57, No. 4, pp.414-423.
19. Harris, L.C. and Reynolds, K.L. (2004) 'Jay customer behavior: an exploration of types and motives in the hospitality industry', Journal of Services Marketing, Vol. 18, No. 5, pp.339-357.
20. Heckl, D. and Moormann, J. (2010) 'Operational process management in the financial services industry', Handbook of Research on Complex Dynamic Process Management: Techniques for Adaptability in Turbulent Environments, pp.529-550, Hershey.
21. Hibbert, S.A., Piacentini, M.G. and Hogg, M.K. (2012) 'Service recovery following dysfunctional consumer participation', Journal of Consumer Behaviour, Vol. 11, No. 4, pp.329-338.
22. Johnston, R. and Kong, X. (2011) 'The customer experience: a road-map for improvement', Managing Service Quality, Vol. 21, No. 1, pp.5-24.
23. Ladhari, R. (2009) 'A review of twenty years of SERVQUAL research', International Journal of Quality and Service Sciences, Vol. 1, No. 2, pp.172-198.
24. Lengnick-Hall, C.A. (1996) 'Customer contributions to quality: a different view of the customer-oriented firm', Academy of Management Review, Vol. 21, No. 3, pp.791-824.
25. Leyer, M. and Moormann, J. (2012) 'A method for matching customer integration with operational control of service processes', Management Research Review, Vol. 35, No. 11, pp.1046-1069.
26. Lillrank, P. (2010) 'Service processes', in Salvendy, G. and Karwowski, W. (Eds.): Introduction to Service Engineering, pp.338-364, John Wile and Sons, Inc., Hoboken, NJ, USA.
27. Lovelock, C.H. (1983) 'Classifying services to gain strategic marketing insights', The Journal of Marketing, Vol. 47, No. 3, pp.9-20.
28. Maull, R., Geraldi, J. and Johnston, R. (2012) 'Service supply chains: a customer perspective', Journal of Supply Chain Management, Vol. 48, No. 4, pp.72-86.
29. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) 'Servqual', Journal of Retailing, Vol. 64, No. 1, pp.12-37.
30. Ponsignon, F., Smart, P.A. and Maull, R.S. (2011) 'Service delivery system design: characteristics and contingencies', International Journal of Operations & Production Management, Vol. 31, No. 3, pp.324-349.
31. Portioli-Staudacher, A. and Tantardini, M. (2012) 'Investigating the main problems in implementing lean in supply chains of service companies', International Journal of Services and Operations Management, Vol. 11, No. 1, pp.87-106.
32. Sampson, S.E. (2000) 'Customer-supplier duality and bidirectional supply chains in service organizations', International Journal of Service Industry Management, Vol. 11, No. 4, pp.348-364.
33. Sampson, S.E. (2010) 'The unified service theory', in Salvendy, G. and Karwowski, W. (Eds.): Introduction to Service Engineering, pp.338-364, John Wiley and Sons, Inc., Hoboken, NJ, USA.
34. Sampson, S.E. and Froehle, C.M. (2006) 'Foundations and implications of a proposed unified services theory', Production and Operations Management, Vol. 15, No. 2, pp.329-343.
35. Sampson, S.E. and Spring, M. (2012) 'Customer roles in service supply chains and opportunities for innovation', Journal of Supply Chain Management, Vol. 48, No. 4, pp.30-50.
36. Schiele, H. and Krummaker, S. (2011) 'Consortium benchmarking: collaborative academic-practitioner case study research', Journal of Business Research, Vol. 64, No. 10, pp.1137-1145.
37. Stewart, D.M. and Chase, R.B. (1999) 'The impact of human error on delivering service quality', Production and Operations Management, Vol. 8, No. 3, pp.240-263.
38. Swank, C.K. (2003) 'The lean service machine', Harvard Business Review, Vol. 81, No. 10, pp.123-130.
39. Tax, S.S., Colgate, M. and Bowen, D.E. (2006) 'How to prevent your customers from failing', MIT Sloan Management Review, Vol. 47, No. 3, pp.30-38.
40. Uzkurt, C. (2010) 'Customer participation in the service process: a model and research propositions', International Journal of Services and Operations Management, Vol. 6, No. 1, pp.17-37.
41. Wemmerlöv, U. (1990) 'A taxonomy for service processes and its implications for system design', International Journal of Service Industry Management, Vol. 1, No. 3, pp.20-40.
42. Yang, C.C. (2011) 'Implementation and effectiveness of strategic actions used to reduce customer variability', The Service Industries Journal, Vol. 31, No. 4, pp.527-544.
43. Zeithaml, V.A. and Bitner, M.J. (2000) Services Marketing, McGraw-Hill, Irwin, New York, USA.
44. Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2006) Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, Irwin, New York, USA.