The relationship between service customers' quality assurance behaviors, satisfaction, and effort: a cost quality perspective
Article Abstract:
Various relationship between customers' behaviors and reported levels of effort and satisfaction were tested to deeply understand customers' roles in service quality assurance. Four customer cost of service quality are identified using critical incident technique (CIT) to classify service customers' quality assurance behaviors. A critical incident is a more or less complete behavior that makes a significant contribution, whether positively or negatively, to attaining a specific goal. Some implications for integrating the quality assurance behaviors of customers with the service management activities of service providers were also mentioned.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1997
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A framework for strategic service management
Article Abstract:
The service process/service package matrix is suggested for inducing strategic thinking in service management. The main characteristic of the service process is the degree of client impact on the service process. The unusual aspect of the service package is that it is composed of both tangible and intangible characteristics. Essential qualities are identified and analyzed along the service process dimension, the service package dimension and along the diagonal of the matrix.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1995
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Revisiting customer participation in sevice encounters: does culture matter?
Article Abstract:
The findings, indicate that service customers' satisfaction- seeking behaviors, is not at all culturally oriented and service participation can be applied to culturally diverse customer base.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 2003
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