Participative customers as partial employees and service provider workload

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/2857

Title:	Participative customers as partial employees and service provider workload
Authors:	Hsieh AT Yen CH Chin KC
Contributors:	企管系
Keywords:	customer service management role conflict work organization service delivery
Date:	2004
Issue Date:	2009-11-23 12:03:51 (UTC+8)
Abstract:	For service providers, whether customers can act the role of partial employees when participating in the service production and delivery process is a subject that has been receiving conflicting explanations and has not been analysed empirically. The purpose of this study is to examine the relationship between customer participation and service providers' perceived workload Empirical results of survey data collected from 293 customer-contact employees at 64 restaurants in Taiwan indicate that customer participation is positively related to service providers' perceived workload, which implies that it is inappropriate to decrease the number of service employees based on service designs that include customer participation. Implications of these findings for managing customer participation, as wed as future research directions, are subsequently discussed.
Relation:	INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT Volume: 15 Issue: 2 Pages: 187-199
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] periodical articles

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