A review of service quality and service delivery : towards a customer co-production and customer-integration approach

Jayawardhena, Chanaka

Hull University Business School
Service quality; Service delivery; Customer co-production; Customer integration; Co-creation; Service controls
2018

Journal article


Rights
©2018 University of Hull
Abstract

Purpose (mandatory) The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focusing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality
measurement), the service environment, controls and their consequences.

Design/methodology/approach (mandatory) A comprehensive review of the literature is conducted, analysed and presented.

Findings (mandatory) The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The FTU (facilitation, transformation and usage) framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which
may reduce the likelihood or extent of such failures.

Originality/value (mandatory) Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this article. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.

Publisher
The University of Hull
Peer reviewed
Yes
Language
English
Extent
603 KB
Identifier
hull:15071

Journal

Journal title
Business process management journal
Publication date
2018
Publisher
Emerald
DOI
10.1108/bpmj-09-2016-0185
ISSN (Print)
1463-7154
Volume
24
Issue
1
Start page
295
End page
328
Notes

This is the accepted manuscript of an article published in: Business process management journal.

Link
Published article
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