International Journal of Service Industry Management: Volume 8 Issue 3
Table of contents
Customer contributions and roles in service delivery
Mary Jo Bitner, William T. Faranda, Amy R. Hubbert, Valarie A. ZeithamlFocuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus…
On the relationship between customer participation and satisfaction: two frameworks
Deborah L. Kellogg, William E. Youngdahl, David E. BowenPresents a programme of research from which a typology of service customers’ quality assurance behaviours was developed. The typology’s four behaviours define the broad range of…
A comparison of hospital quality programmes: lessons for other services
John ØvretveitDescribes the experiences of several public hospitals which have implemented quality methods and management and lists some of the lessons they learned that could be usefully…
The qualitative satisfaction model
Bernd Stauss, Patricia NeuhausNotes that the premiss of all efforts to achieve customer satisfaction is the basic assumption that customer satisfaction leads to customer loyalty. Although this thesis sounds…
Organizational teamworking frameworks: evidence from UK and USA‐based firms
Richard Teare, Hadyn Ingram, Eberhard Scheuing, Colin ArmisteadDraws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives…