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https://psycnet.apa.org/record/1991-14081-001
Considers the role of service customers in service encounters in which the customer participates in the service production and delivery process. A conceptual framework of service quality is proposed that explicitly considers the participatory role of the customer.Author: Scott W. Kelley, James H. Donnelly, Steven J. Skinner
https://sk.sagepub.com/reference/handbook-of-services-marketing-and-management/n10.xml
One of the fundamental characteristics that distinguishes services from goods is the simultaneous production and consumption of service products. The customer is often present in the “service factory” (Lovelock 1981) and therefore has some impact on service quality …
https://www.emerald.com/insight/content/doi/10.1108/17566691311316248/full/html
Mar 22, 2013 · The paper focusses on customer involvement in the context of service production and delivery system in service organization rather than in the context of customer organization. The authors looked at supplier involvement as well, due to the fact that a lack of sufficient information from a supplier or lack of proper training may inhibit customers' successful involvement.Author: Hossein Dadfar, Staffan Brege, Sedigheh Sarah Ebadzadeh Semnani
https://pdfs.semanticscholar.org/b13d/9f3627a3050f0d9e6282cb654f5c9137a973.pdf
customer participation in service. 2 The Definition of Customer Participation Customer participation can be defined as the specific behaviors, degree of consumer’s effort and involvement, both mental and physical that relate to the production and delivery of a service (Cermak, File & Prince, 1994; Silpakit & fisk, 1985).
http://connection.ebscohost.com/c/articles/4667787/customer-participation-service-production-delivery
This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process. A conceptual framework of service quality is proposed that explicitly considers the participatory role of the customer.
http://eprints.rclis.org/11003/
Customer participation in service production and delivery system Sridhar, M. S. Customer participation in service production and delivery system. Library Science with a slant to Documentation and Information Studies , 1998, vol. 35, n. 3, pp. 157-163.
https://www.msi.org/uploads/summaries/MSI_Deck_16-117.pdf
What is Customer Participation (CP )? The extent to which customers are involved in service production and delivery by contributing effort, knowledge, information, and other resources (Dabholkar 1990) Collaborating with service providers (e.g., healthcare, education) Self service (e.g., gas pumping, IKEA furniture assembly)
https://www.projectguru.in/role-of-customers-in-service-delivery/
Participation in service delivery. The level of participation – low, medium, high – varies across different services. In some cases, all that is required is the customers physical presence (low level of participation), with the employees of the firm doing all of the service production work, as in case of a Ghazal/ musical concert.
https://www.researchgate.net/publication/284886004_Customer_Participation_In_Service_Specification_And_Delivery
The fact that customers participate in the specification and delivery of the services they seek represents an important potential point of potential leverage for services providers as the nature and intensity of customer participation is within their ability to manage.
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