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

Alzaydi, Zyad M.; Al-Hajla, Ali; Nguyen, Bang; Jayawardhena, Chanaka

Abstract

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing 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: A comprehensive review of the literature is conducted, analysed and presented. Findings: 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 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: 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 paper. 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.

Journal Article Type Review
Publication Date Feb 2, 2018
Journal Business process management journal
Print ISSN 1463-7154
Publisher Emerald
Peer Reviewed Peer Reviewed
Volume 24
Issue 1
Pages 295-328
DOI https://doi.org/10.1108/bpmj-09-2016-0185
Keywords Service quality, Service delivery, Customer co-production, Customer integration, Co-creation, Service controls
Publisher URL http://www.emeraldinsight.com/doi/full/10.1108/BPMJ-09-2016-0185
Copyright Statement ©2018 University of Hull

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