... Licensed re-use rights only Using multiple theoretical lenses, the paper develops and empirically tests a service design-based framework of effective customer participation (CP) in service delivery. Particularly, the paper examines the impact of customer education on effective CP, besides...

... Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Preventative health Digital tools Self-managed healthcare Service delivery Social support elements As the capabilities of new digital technologies expand, so too does their capacity as potential solutions...

... and the lack of empirical research support for it. Practical implications By demonstrating that customers are willing to accept some heterogeneity in service delivery, this research demonstrates to practicing managers that they do not need to micro‐manage service delivery. Furthermore, by validating...

... number of elements, which formulate the components of the balanced market orientation, namely: market orientation adoption, internal marketing implementation and systematic monitoring of the service delivery process. Research limitations/implications Highlighting the importance of interrelations...

... and Chebat, 2004 ; Mulhern and Williams, 1994) or on customers' perceptions of advertising (Appiah, 2001 ; Green, 1999 ; Grier and Brumbaugh, 1999 ; Lass and Hart, 2004). © Emerald Group Publishing Limited 2011 Canada Finland Consumers Service delivery Communication processes Language...

... to functional quality. © Emerald Group Publishing Limited 2011 Relationship marketing Customer services quality Interpersonal communications Service delivery Defined as any positive communication about a service firm's offerings, positive word‐of‐mouth (WOM) communication is considered...

... customers in their fulfilment of value‐co‐creation. © Emerald Group Publishing Limited 2010 Rail transport Switzerland Value chain Customer orientation Critical success factors Service delivery Customers of public‐transport systems have traditionally been considered as passive...

... of intercultural service encounters, particularly the challenges and stress employees could face. © Emerald Group Publishing Limited 2010 Service delivery Employees Individual perception National cultures Customer satisfaction The service encounter, referring to the interaction between...

... information about a service, the notion of “test‐driving” a service represents a “hands‐on” experience of the service that is potentially much more powerful. © Emerald Group Publishing Limited 2010 Service industries Design Service delivery Value chain 1. A web site for academics...

... customers, those that have not previously dealt with the service provider, are believed to look to these sensory cues to predict service performance (Ezeh and Harris, 2007 ; Berry et al., 2006 ; Reimer and Kuehn, 2005). Attitudes Individual perception Service delivery Body language...

... management Market orientation Tourism management Service delivery Customer orientation Small to medium‐sized enterprises Tourism is a service‐intensive industry that is dependent on the quality of customers' service experiences and their consequent assessments of satisfaction or dissatisfaction...

... of the customers in the target market and aligning these needs with the service provider's strategy and competitive intentions (Edvardsson and Olsson, 1996). In applying these concepts to the advent of e‐government, the most significant development in service delivery is that technology has altered...

... leadership; highlight the importance of strategic alignment; and outline competencies fostering strategic innovation. Originality/value This paper is one of the first exploring the role of biometric technologies in service delivery; addresses the strategic implications of implementation; and concludes...

... Food products Electronic commerce Customer satisfaction Service delivery The use of information and communication technologies to facilitate service delivery has been the focus of a substantial amount of research (Aladwani, 2001 ; Bancel‐Charensol, 1999 ; Cox and Dale, 2002 ; Fisk et...

... Customer satisfaction Customer services quality Service delivery The discipline of marketing is primarily based on the philosophy of the so‐called “marketing concept” (Perreault and McCarthy, 1996). If properly implemented, adherence to the marketing concept should lead to a firm‐wide customer...

...Gi‐Du Kang; Jeffrey James Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery...

... and the front stage is where it gets delivered to the customer. Service operations Service delivery Consumer behaviour Marketing policy Personality Retailing Services are different. Over the last decade or more, the services literature has been replete with discussions, typologies and even...