A review of service quality and service delivery : towards a customer co-production and customer-integration approach
Hull University Business School
Service quality; Service delivery; Customer co-production; Customer integration; Co-creation; Service controls
- ©2018 University of Hull
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.
- The University of Hull
- Peer reviewed
- 603 KB
- Journal title
- Business process management journal
- Publication date
- ISSN (Print)
- Start page
- End page
This is the accepted manuscript of an article published in: Business process management journal.
- Published article