Customer contributions and roles in service delivery

Author： Bitner Mary Jo   Faranda William T.   Hubbert Amy R.   Zeithaml Valarie A.  

Publisher： Emerald Group Publishing Ltd

ISSN： 0956-4233

Source： International Journal of Service Industry Management, Vol.8, Iss.3, 1997-09, pp. : 193-205

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Customer relationship management and service delivery

By Kapanen Robert  

International Journal of Services Technology and Management, Vol. 5, Iss. 1, 2004-05 ,pp. : 42-55

Inderscience Publishers

Access to resources Recommend Favorite

Exploring the future roles and capabilities of customer service professionals

By Kiely Julia A.   Armistead Colin G.  

Managing Service Quality, Vol. 14, Iss. 1, 2004-02 ,pp. : 26-39

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

An evaluation of customer perception of FM service delivery

By Shaw Derren   Haynes Barry  

Facilities, Vol. 22, Iss. 7-8, 2004-06 ,pp. : 170-177

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer choice of self-service technology: the roles of situational influences and past experience

By Wang Cheng   Harris Jennifer   Patterson Paul G.  

Journal of Service Management, Vol. 23, Iss. 1, 2012-03 ,pp. : 54-78

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The roles of service quality and mediating factors in a customer behavioural intentions model

By Yang Hao-Erl   Yeh Kun-Huang  

International Journal of Services Operations and Informatics, Vol. 1, Iss. 1-2, 2006-07 ,pp. : 38-53

Inderscience Publishers

Access to resources Recommend Favorite