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Are your customers good enough for your service business?
16 references·13 citing·44 second hop
Are your customers good enough for your service business? (2002)Are your customers good enough for your s…Winning the Service Game (2010)Winning the Service GamePsychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…The Loyalty Effect (2001)The Loyalty EffectSelf-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Customer contributions and roles in service delivery (1997)Customer contributions and ro…Customer-sales associate retail relationships (1996)Customer-sales associate reta…Customer Contributions to Quality: A Different View of the Customer-Oriented Firm (1996)Customer Contributions to Qua…Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation (1986)Clients as "Partial" Employee…Input Uncertainty and Organizational Coordination in Hospital Emergency Units (1982)Input Uncertainty and Organiz…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Expertise in Problem Solving. (1981)Expertise in Problem Solving.Expert and Novice Performance in Solving Physics Problems (1980)Expert and Novice Performance…Where does the customer fit in a service operation? (1979)Where does the customer fit i…Script processing in attitude formation and decision making. (1976)Script processing in attitude…Work and motivation (1964)Work and motivationLearning from the pioneering founders of the service research field (2023)Learning from the pioneering …Customer readiness to co-production of mobile banking services: a customer-only co-production perspective (2021)Customer readiness to co-prod…Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume (2020)Customer proactive training v…How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction (2018)How should customers be train…Comment former le client à son rôle de coproducteur ? Etude de l’influence de la formation et de ses caractéristiques sur les bénéfices de la coproduction (2018)Comment former le client à so…A review of service quality and service delivery (2017)A review of service quality a…Participation of Clients in Public Services: the Aspect of Motivating (2012)Participation of Clients in P…Customers' experiences of co‐creation during service innovation (2012)Customers' experiences of co‐…Customer experiences of resource integration : Reframing servicescapes using scripts and practices (2012)Customer experiences of resou…The effects of customer contact on organizational structure and performance in service firms (2011)The effects of customer conta…Co-production and co-creation using self-service technology: the application of service-dominant logic (2008)Co-production and co-creation…Training customers: an organizational experience (2006)Training customers: an organi…Fiction and Humor in Transforming McDonald’s Narrative Strategies (2005)Fiction and Humor in Transfor…The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Evolving to a New Dominant Logic for Marketing (2003)Steps toward a science of service systems (2007)Perception in chess (1973)Representation and Understanding (1975)Education and Learning to Think (1987)Historical problem solving: A study of the cognitive processes used in the evaluation of documentary and pictorial evidence. (1991)Toward an epistemology of physics (1993)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)The Commitment-Trust Theory of Relationship Marketing (1994)Customer satisfaction with services: putting perceived value into the equation (2000)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Understanding Relationship Marketing Outcomes (2002)Recent Attribution Research in Consumer Behavior: A Review and New Directions (1988)Organization and Customer: Managing Design and Coordination of Services (1989)A descriptive model of the consumer co-production process (2007)Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic (2010)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Zero defections: quality comes to services. (1990)An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Satisfaction: a behavioral perspective on the consumer (2010)Generalized expectancies for internal versus external control of reinforcement. (1966)Motivation through the design of work: test of a theory (1976)The Behavioral Consequences of Service Quality (1996)Co-production and customer loyalty in financial services (2007)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The theory of planned behavior (1991)The "What" and "Why" of Goal Pursuits: Human Needs and the Self-Determination of Behavior (2000)Self‐determination theory and work motivation (2005)Education and thinking: The role of knowledge. (1984)In Pursuit of the Expert Pedagogue (1986)Direct Measurement of Cognitive Load in Multimedia Learning (2003)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Talk of the Network: A Complex Systems Look at the Underlying Process of Word-of-Mouth (2001)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)
this work references cited by second hop

References

  • 1964Work and motivation10,436 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1980Expert and Novice Performance in Solving Physics Problems2,110 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 1981Expertise in Problem Solving.1,414 cited
  • 2001The Loyalty Effect1,406 cited
  • 1997Customer contributions and roles in service delivery968 cited
  • 2010Winning the Service Game859 cited
  • 1996Customer-sales associate retail relationships859 cited
  • 1979Where does the customer fit in a service operation?834 cited
  • 1996Customer Contributions to Quality: A Different View of the Customer-Oriented Firm794 cited
  • 1986Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation705 cited
  • 1976Script processing in attitude formation and decision making.694 cited

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1982
Input Uncertainty and Organizational Coordination in Hospital Emergency Units
585 cited

Cited by

  • 2017A review of service quality and service delivery70 cited
  • 2005Fiction and Humor in Transforming McDonald’s Narrative Strategies51 cited
  • 2012Customers' experiences of co‐creation during service innovation38 cited
  • 2020Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume22 cited
  • 2011The effects of customer contact on organizational structure and performance in service firms21 cited
  • 2018How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction16 cited
  • 2021Customer readiness to co-production of mobile banking services: a customer-only co-production perspective16 cited
  • 2008Co-production and co-creation using self-service technology: the application of service-dominant logic16 cited
  • 2012Customer experiences of resource integration : Reframing servicescapes using scripts and practices16 cited
  • 2018Comment former le client à son rôle de coproducteur ? Etude de l’influence de la formation et de ses caractéristiques sur les bénéfices de la coproduction14 cited
  • 2023Learning from the pioneering founders of the service research field14 cited
  • 2006Training customers: an organizational experience7 cited
  • 2012Participation of Clients in Public Services: the Aspect of Motivating7 cited