Customer participation in the service process: a model and research propositions

Uzkurt, Cevahir

doi:10.1504/ijsom.2010.029487

Cited by 41 publications

(22 citation statements)

References 43 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Kelley et al (1990) suggested the use of “customer technical and functional quality” to explain how customers interact with service providers during service delivery: What the customer provides to the service encounter (e.g., providing personal information, carrying a tray), and how he or she behaves when services are provided (e.g., being cooperative, friendly, and respectful). Uzkurt (2010) concluded that customer participation is an expression of a customer’s informational, physical, behavioral, and emotional contributions to the stages of the service process (i.e., provision, production, presentation, and evaluation) and his or her willingness and ability to contribute to increasing customer satisfaction and service quality as well as create value. Yi and Gong (2013) in turn summarized that customer participation behavior involves not only information seeking, information sharing, and responsible behavior but also personal interaction between customer and service provider in a certain way.…”

Section: Literature Reviewmentioning

confidence: 99%

Construction and Validation of the Customer Participation Scale

Chen

Raab

2016

Journal of Hospitality & Tourism Research

View full text Add to dashboard Cite

Although the importance of a mandatory customer participation construct in service delivery has been much discussed in the literature, little research has been devoted to conceptualizing and measuring one. To fill this void, this study followed a seven-step process for creating and analyzing scales in order to develop a customer participation scale and evaluate its generalizability, reliability, and validity. In theoretical terms, this scale extends the service quality literature, which has heavily emphasized the service provider's responsibility for service quality, and will facilitate further studies in customer participation. In practical terms, the scale provides practitioners with useful mechanisms that could enhance their interactions with customers through facilitating the latter's mandatory role in service delivery.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Construction and Validation of the Customer Participation Scale

Chen

Raab

2016

Journal of Hospitality & Tourism Research

View full text Add to dashboard Cite

show abstract

“…Bu araştırma bulguları, gelecekte bu alanda yapılacak özellikle de ampirik çalışmalarda yol gösterici olacaktır. Yazında bugüne kadar müşteri katılımı ile ilgili makalelerde, müşteri katılımının öncülleri ve çıktıları ile ilgili çeşitli gruplandırmalar yapılmıştır (Chen ve Raab, 2017;Chen, Raab ve Tanford, 2015;Mustak vd., 2013Mustak vd., , 2016Uzkurt, 2010). Yapılan bu çalışmada diğer araştırmalardan farklı olarak, özellikle müşteri perspektifinden bir gruplandırma yapılmıştır.…”

Section: Sonuçunclassified

Deniz Turizminde Müşteri Katılımının Öncülleri ve Sonuçları: Bir Literatür Çalışması

Koç¹,

Deveci²,

Yıldırım³

2020

5. Ulusal Deniz Turizmi Sempozyumu

View full text Add to dashboard Cite

“…Komulainen and Tapio (2013) suggest that customer perceived value of B2B services can be enhanced by co-creation processes with customers. Beyond resource allocation, customer participation can also improve perceived service productivity and customer loyalty finds (Uzkurt, 2010). These papers served as a strong motivation to us to conduct a structured survey on the literature with emphasis on resource allocation and customer co-creation in services.…”

Section: Introductionmentioning

confidence: 99%

A review of DEA-based resource and cost allocation models: implications for services

White¹,

Bordoloi

2015

IJSOM

View full text Add to dashboard Cite

Data envelopment analysis (DEA), by its design, was not intended for resource allocation but for measuring relative efficiency of decision-making units. Despite this, many researchers have successfully applied this modelling technique to a variety of resource and cost allocation decisions in order to improve operational efficiencies. This paper is a comprehensive review and classification of such articles. The papers were classified by industry and by DEA model-orientation. The findings of this paper show that existing models predominately apply DEA to mass service industries (e.g., banking), thus, revealing the opportunity for researchers to further develop DEA-based resource allocation modelling toward improving the operational efficiencies of other service industries (e.g., professional services). To guide researchers to this end, we offer a discussion of the use of DEA modelling when the service provider and the customer are both resources needing to be allocated, in other words, using DEA to model professional or co-created services.

show abstract

Customer participation in the service process: a model and research propositions

Cited by 41 publications

References 43 publications

Construction and Validation of the Customer Participation Scale

Construction and Validation of the Customer Participation Scale

Deniz Turizminde Müşteri Katılımının Öncülleri ve Sonuçları: Bir Literatür Çalışması

A review of DEA-based resource and cost allocation models: implications for services

Contact Info

Product

Resources

About