Skip to main content
Have a personal or library account? Click to login
Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services Cover

Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

Organizacija
Volume 47 (2014): Issue 3 (August 2014)
By: ,   and    
Open Access
|Aug 2014
References

References

  1. Baker, J. & Lamb, & C. W. (1994). Measuring architectural design service quality., 10(1), 89-106, http://dx.doi.org/10.1300/J090v10n01_10
    Open DOISearch in Google Scholar
  2. Baron, S., Harris, K., & Davies, B.J. (1996). Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers. Eg, 30(9), 75-90, http://dx.doi.org/10.1108/03090569610130052
    Open DOISearch in Google Scholar
  3. Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production., 67(1), 14-28, http://dx.doi.org/10.1509/jmkg.67.1.14.18592
    Open DOISearch in Google Scholar
  4. Burke, R. R. (2002). Technology and the customer interface: what consumers want in the physical and virtual store., 30(4), 411-432, http://dx.doi.org/10.1177/009207002236914
    Open DOISearch in Google Scholar
  5. Chase, R. B. (1981), Customer contact approach to services: theoretical bases and practical extensions., 29(4), 698-706, http://dx.doi.org/10.1287/opre.29.4.698
    Open DOISearch in Google Scholar
  6. Cheung, M. F., & To, W. M. (2011). Customer involvement and perceptions: The moderating role of customer co-production., 18(4), 271-277, http://dx.doi.org/10.1016/j.jretconser.2010.12.011
    Open DOISearch in Google Scholar
  7. Dabholkar, P.A., Thorpe, D.I., & Rentz, J.O. (1996). A measure of service quality for retail stores: scale development and validation., 24 (1), 3-16, http://dx.doi.org/10.1177/009207039602400101
    Open DOISearch in Google Scholar
  8. Ford, R. C., & Dickson, D. R. (2012). Enhancing customer self-efficacy in co-producing service experiences., 55(2), 179-188, http://dx.doi.org/10.1016/j.bush-or.2011.11.005
    Search in Google Scholar
  9. Frei, F. (2006). Breaking the trade-off between efficiency and service., 84 (11), 92-101.
    Search in Google Scholar
  10. Georgi, D., & Mink, M. (2013). eCCIq: The quality of electronic customer-to-customer interaction., 20(1), 11-19, http://dx.doi.org/10.1016/j. jretconser.2012.08.002
    Search in Google Scholar
  11. Goldstein, S. M., Johnston, R., Duffy, J. A., & Rao, J. (2002). The service concept: the missing link in service design research?, 20(2), 121-134, http://dx.doi.org/10.1016/S0272-6963(01)00090-0
    Open DOISearch in Google Scholar
  12. Grönroos, C., & Ojasalo, K. (2004). Service productivity: towards a conceptualization of the transformation of inputs into economic results in services., 57(4), 414-423, http://dx.doi.org/10.1016/S0148-2963(02)00275-8
    Open DOISearch in Google Scholar
  13. Grönroos, C. (1998). Marketing services: the case of a missing product., 13(4/5), 322-338, http://dx.doi.org/10.1108/08858629810226645
    Open DOISearch in Google Scholar
  14. Grönroos, C. (1993). A Service Quality Model and its Marketing Implications., 18 (4), 36 – 44, http://dx.doi.org/10.1108/EUM0000000004784
    Open DOISearch in Google Scholar
  15. Grove, S.J., & Fisk, R.P. (1997). The impact of other customers on service experiences: a critical incident examination of ‘getting along’., 73(1), 63-85.
    Open DOISearch in Google Scholar
  16. Harris, K., Baron, S., & Parker, D. (2000). Understanding the consumer experience: it's ‘good to talk’., 16, 111-27, http://dx.doi. org/10.1362/026725700785100505
    Open DOISearch in Google Scholar
  17. Harris, K., Davies, B. & Baron, S. (1997). Conversations during purchase consideration: sales assistants and customers., 7(3), 173-90, http://dx.doi. org/10.1080/095939697342987
    Open DOISearch in Google Scholar
  18. Heinonen, K., Strandvik, T., & Voima, P. (2013). Customer dominant value formation in service., 25(2), 104-123, http://dx.doi.org/10.1108/09555341311302639
    Open DOISearch in Google Scholar
  19. Huang, W. H., Lin, Y. C., & Wen, Y. C. (2010). Attributions and outcomes of customer misbehavior., 25(1), 151-161, http://dx.doi.org/10.1007/s10869-009-9137-x
    Open DOISearch in Google Scholar
  20. Johnston, R., & Clark, G. (2008),, 3nd ed., Harlow, England: FT Prentice Hall,
    Search in Google Scholar
  21. Johnston, R., & Clark, G. (2005).. Harlow, England: Prentice Hall.
    Search in Google Scholar
  22. Kelley, S. W., Skinner, S. J., & Donnelly, J. H. (1992). Organizational socialization of service customers., 25(3), 197-214, http://dx.doi.org/10.1016/0148-2963(92)90029-B
    Open DOISearch in Google Scholar
  23. Ladhari, R. (2009). A review of twenty years of SERVQUAL research., 1(2), 172-198, http://dx.doi.org/10.1108/17566690910971445
    Open DOISearch in Google Scholar
  24. Lovelock, C. H., & Wirtz, J. (2001),, Prentice Hall.
    Search in Google Scholar
  25. Lovelock, C. H., & Gummesson, E. (2004). Whither services marketing? In search of a new paradigm and fresh perspectives., 7(1), 20, http://dx.doi. org/10.1177/1094670504266131
    Open DOISearch in Google Scholar
  26. Martin, C. L., & Pranter, C. A. (1989). Compatibility management: customer-to-customer relationships in service environments., 3(3), 5-15, http://dx.doi. org/10.1108/EUM0000000002488
    Open DOISearch in Google Scholar
  27. Martínez, J. A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality., 17(1), 29-42, http://dx.doi.org/10.1016/j. jretconser.2009.09.002
    Search in Google Scholar
  28. McGrath, M. A., & Otnes, C. (1995). Unacquainted influencers: when strangers interact in the retail setting., 32(3), 261-272, http://dx.doi.org/10.1016/0148-2963(94)00051-F
    Open DOISearch in Google Scholar
  29. Miles, M.B., & Huberman, A.M. (1994).. Thousand Oaks, CA: Sage
    Search in Google Scholar
  30. Mills, P. K., Chase, R. B. & Margulies, N. (1983). Motivating the client/employee system as a service production strategy., 8(2), 301-310, http://dx.doi.org/10.5465/AMR.1983.4284740
    Open DOISearch in Google Scholar
  31. Mills, P. K., & Margulies, N. (1980). Toward a core typology of service organizations., 5(2), 255-265, http://dx.doi.org/10.2307/257435
    Open DOISearch in Google Scholar
  32. Mills, P. K., & Morris, J. H. (1986). Clients as ‘partial'employees of service organizations: role development in client participation., 11(4), 726-35, http://dx.doi.org/10.5465/AMR.1986.4283916
    Open DOISearch in Google Scholar
  33. Mohr, L. A., & Bitner, M. J. (1995). The role of employee effort in satisfaction with service transactions., 32(3), 239-252, http://dx.doi.org/10.1016/0148-2963(94)00049-K
    Open DOISearch in Google Scholar
  34. Nicholls, R. (2010). New directions for customer-to-customer interaction research., 24(1), 87-97, http://dx.doi.org/10.1108/08876041011017916
    Open DOISearch in Google Scholar
  35. Nicholls, R. (2007). Value creation in services: a customer-to-customer (C2C) approach. In: Starnawska, S. & Werda, W. (Eds). In:, Siedlce: University of Podlasie, pp. 79-84.
    Search in Google Scholar
  36. Nicholls, R. (2005).. Poznan: The Poznan University of Economics Publishing House.
    Search in Google Scholar
  37. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). Value creation in services: a customer-to-customer (C2C) approach., 7(3), 213-234, http://dx.doi. org/10.1177/1094670504271156
    Search in Google Scholar
  38. Parasuraman. A., Berry L. L., & Zelthaml V. A. (1991). Refinement and Reassessment of the SERVQUAL Scale., 67 (Winter), 420-450.
    Search in Google Scholar
  39. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality., 64 (Spring), 12-40.
    Search in Google Scholar
  40. Parker, C., & Ward, P. (2000). An analysis of role adoptions and scripts during customer-to-customer encounters., 34(3/4), 341-359, http://dx.doi. org/10.1108/03090560010311894
    Open DOISearch in Google Scholar
  41. Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value., 36(1), 83-96, http://dx.doi.org/10.1007/s11747-007-0070-0
    Open DOISearch in Google Scholar
  42. Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: the next practice in value creation., 18(3), 5-14, http://dx.doi.org/10.1002/dir.20015
    Open DOISearch in Google Scholar
  43. Rosenbaum, M. S., & Massiah, C. (2011), An expanded services-cape perspective., 22(4), 471-490, http://dx.doi.org/10.1108/09564231111155088
    Open DOISearch in Google Scholar
  44. Roth, A. V., & Menor, L. J. (2003). Insights into service operations management: A research agenda., 12(2), 145-164, http://dx.doi. org/10.1111/j.1937-5956.2003.tb00498.x
    Open DOISearch in Google Scholar
  45. Sampson, S. E. (2007), Customer Roles in Service Supply Chains, Proceedings of the Decision Sciences Institute Annual Meeting DSI, Atlanta, November, 2007.
    Search in Google Scholar
  46. Sampson, S. E. & Froehle, C. M. (2006). Foundations and implications of a proposed unified services theory., 15(2), 329-343, http://dx.doi. org/10.1111/j.1937-5956.2006.tb00248.x
    Open DOISearch in Google Scholar
  47. Sampson, S. E. (2000). Customer-supplier duality and bidirectional supply chains in service organizations., 11(4), 348-364, http://dx.doi.org/10.1108/09564230010355377
    Open DOISearch in Google Scholar
  48. Tax, S. S., Colgate, M., & Bowen, D. E. (2006). How to prevent your customers from failing., 47(3), 30-38.
    Search in Google Scholar
  49. Vom Lehn, D. (2006). Embodying experience: a video-based examination of visitors’ conduct and interaction in museums., 40(11/12), 1340-1359, http://dx.doi.org/10.1108/03090560610702849
    Open DOISearch in Google Scholar
  50. Yen, H. R., Gwinner, K. P., & Su, W. (2004). The impact of customer participation and service expectation on locus attributions following service failure.15(1), 7-26, http://dx.doi. org/10.1108/09564230410523312
    Search in Google Scholar
DOI: https://doi.org/10.2478/orga-2014-0015 | Journal eISSN: 1581-1832 | Journal ISSN: 1318-5454
Journal RSS Feed
Language: English
Page range: 166 - 175
Submitted on: Sep 6, 2013
Accepted on: Jul 29, 2014
Published on: Aug 22, 2014
Published by: University of Maribor
In partnership with: Paradigm Publishing Services
Keywords:
service quality,
customer participation,
customer-to customer interaction
Related subjects:
Business and economics,
Business management,
Management, organization, corporate governance

© 2014 Marlene Amorim, Maria João Rosa, Sandra Santos, published by University of Maribor
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Volume 47 (2014): Issue 3 (August 2014)
Previous article
Next article