On the relationship between customer participation and satisfaction: two frameworks

Adelman, M.B., Ahuvia, A. and Goodwin, C. (1994,“Beyond smiling: social support and service quality”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality, Sage Publications, Thousand Oaks, CA, pp. 139‐71. Bateson, J.E.G. (1985, “Perceived control and the service encounter”, in Czepiel, J.A., Solomon, M. R., and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington Books, Lexington, MA, pp. 67‐82. Berry, L.L. (1983, “Relationship marketing”, in Berry, L.L. Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives of Services Marketing, American Marketing Association, Chicago, IL, pp. 25‐8. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990, “The service encounter: diagnosing favourable and unfavourable incidents”, Journal of Marketing, Vol. 54 No. 1, pp. 71‐84. Bowen, D.E. (1983, “Customers as substitutes for leadership”, PhD dissertation, Michigan State University. Bowen, D.E. (1986, “Managing customers as human resources in service organizations”, Human Resource Management, Vol. 25, pp. 371‐83. Chase, R.B. and Stewart, D.M. (1994, “Make your service fail‐safe”, Sloan Management Review, Vol. 35, Spring, pp. 35‐44. Firanda, W.T. (1994, “Customer participation in service production: an empirical investigation”, PhD dissertation, Arizona University. Flanagan, J.C. (1954, “The critical incident technique”, Psychological Bulletin, Vol. 51, July, pp. 327‐59. Grönroos, C. (1989, “Defining marketing: a market‐oriented approach”, European Journal of Marketing, Vol. 23 No. 1, pp. 52‐60. Grönroos, C. (1994, “Quo vadis marketing? Toward a new marketing paradigm”, Journal of Marketing Management, Vol. 10 No. 5, pp. 347‐60. Gryna, F.M. (1988, “Quality costs”, in Juran, J.M. and Gryna, F.M. (Eds), Juran’s Quality Control Handbook, 4th ed., McGraw‐Hill, New York, NY, pp. 4.‐4.30. Gummesson, E. (1987, “The new marketing ‐ developing long‐term interactive relationships”, Long Range Planning, Vol. 20 No. 4, pp. 10‐20. Gummesson, E. (1990, “Marketing‐orientation revisited: the crucial role of the part‐time marketer”, European Journal of Marketing, Vol. 25 No. 2, pp. 60‐75. Heskett, J.L., Hart, W.L. and Sasser, W.E. (1990, Service Breakthroughs: Changing the Rules of the Game, The Free Press, New York, NY. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser,W.E. Jr and Schlesinger, L.A. (1994, “Putting the service‐profit chain to work”, Harvard Business Review, Vol. 72, March‐April, pp. 164‐70. Holbrook, M.B. (1994, “The nature of customer value”, in Rust, R.T. and Oliver R.L. (Eds), Service Quality, Sage Publications, Thousand Oaks, CA, pp. 21‐71. Kelly, S.W., Donnelley, J.H. Jr and Skinner, S.J. (1990, “Customer participation in service production and delivery”, Journal of Retailing, Vol. 66 No. 3, pp. 314‐35. Kelly, S.W., Skinner, S.J. and Donnelley, J.H. Jr (1982, “Organizational socialization of service customers”, Journal of Business Research, Vol. 25, pp. 197‐214. Kerr, S. and Jermier, J. (1978, “Substitutes for leadership: their meaning and measurement”, Organizational Behaviour and Human Performance, pp. 375‐403. Klaus, P.G. (1985, “Quality epiphenomenon: the conceptual understanding of face‐to‐face service encounters”, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington Books, Lexington, MA, pp. 17‐34. Lovelock, C.H. (1994, Product Plus: How Product + Service = Competitive Advantage, McGraw‐Hill, New York, NY. Lovelock, C.H. and Young, R.F. (1979, “Look to consumers to increase productivity”, Harvard Business Review, Vol. 57, May‐June, pp. 169‐78. Marshall, C. and Rossman, G.R. (1989, Designing Qualitative Research, Sage Publications, Newbury Park, CA. Masser, W.J. (1957, “The quality manager and quality costs”, Industrial Quality Control, Vol. 14, pp. 5‐8. Mills, P.K. and Morris, B.Z., (1986, “Clients as ‘partial’ employees of service organizations: role development in client participation, ” Academy of Management Journal, Vol. 11, pp. 726‐35. Nyquist, J.D., Bitner, M.J. and Booms, B.H. (1985, “Identifying communications difficulties in the service encounter: a critical incident approach”, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.R (Eds), The Service Encounter: Managing Employee/Customer Interactions in Service Businesses, Lexington Books, Lexington, MA, pp. 195‐212. Oliver, R.L. (1993, “A conceptual model of service quality and service satisfaction: compatible goals, different concepts”, in Swartz, T.A., Bowen, D.E. and Brown S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT, pp. 65‐85. Oliver, R.L. (1997, Satisfaction: A Behavioral Perspective on the Consumer, McGraw‐Hill, New York, NY. Porter, M.E. (1985, Competitive Advantage, Free Press, New York, NY. Rafaeli, A. (1989, “When cashiers meet customers: an analysis of the role of supermarket cashiers”, Academy of Management Journal, Vol. 32, pp. 245‐73. Ronan, W.W. and Latham, G.P. (1974, “The reliability and validity of the critical incident technique: a closer look”, Studies in Personnel Psychology, Vol. 6 No. 1, pp. 53‐64. Rosander, A.C. (1985, Applications of Quality Control in the Service Industries, Marcel Dekker, New York, NY. Schonberger, R.J. (1990, Building a Chain of Customers, The Free Press, New York, NY. Shingo, S. (1986, Zero Quality Control: Source Inspection and the Poka‐Yoke System, (trans. Dillon, A.P.), Productivity Press, Cambridge, MA. Youngdahl, W.E. and Kellogg, D.L. (1994, “Customer costs of service quality: a critical incident study”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management Research and Practice, Vol. 3, JAI Press, Greenwich, CT, pp. 149‐73. Youngdahl, W.E. and Kellogg, D.L. (1997, “The service customer’s value chain: a critical incident study of customers’ satisfaction‐seeking behaviours”, forthcoming, Journal of Operations Management.. Zeithaml, V.A. (1988, “Consumer perceptions of price, quality, and value: a means‐end model”, Journal of Marketing, Vol. 52, July, pp. 2‐22. Zeithaml, V.A. and Bitner, M.J. (1995, Services Marketing, McGraw‐Hill, New York, NY.