A typology of customer-to-customer interaction and its implications for excellence in service provision
Autor(a) principal: | |
---|---|
Data de Publicação: | 2017 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/1822/83463 |
Resumo: | Whereas the critical role of customer participation and interaction with service providers for the quality of service outcomes and value has been extensively discussed in the literature, an equivalent debate about the implications of customer-to-customer interactions (CCI) has not yet been done. While CCI are recognised as a potential driver of variability and unpredictability in service production systems, the available research on the topic still offers rather anecdotal examples on how to handle CCI. For this reason, the current level of understanding about the consequences associated with different manifestations of CCI, as well as the knowledge about what are the adequate CCI management strategies remains fragmented and largely incomplete for effectively guiding managerial decision. This paper addresses this gap by advancing a CCI typology that characterises customers’ interactions along two dimensions concerning the design of service operations and delivery. The paper builds on a review of the literature on CCI, identifying a range of different customer interaction determinants and circumstances, while characterising the potential implications of CCI for service operations, quality and value. Some recommendations on adequate service management strategies to maximise the positive effects of CCI on value creation, cost reduction and service uniqueness are made. |
id |
RCAP_7b97320530d53fdd4c864ab6cae59980 |
---|---|
oai_identifier_str |
oai:repositorium.sdum.uminho.pt:1822/83463 |
network_acronym_str |
RCAP |
network_name_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository_id_str |
7160 |
spelling |
A typology of customer-to-customer interaction and its implications for excellence in service provisionCustomer-to-customer interactionTypologyService excellenceQualityValue creationControlCiências Sociais::Economia e GestãoWhereas the critical role of customer participation and interaction with service providers for the quality of service outcomes and value has been extensively discussed in the literature, an equivalent debate about the implications of customer-to-customer interactions (CCI) has not yet been done. While CCI are recognised as a potential driver of variability and unpredictability in service production systems, the available research on the topic still offers rather anecdotal examples on how to handle CCI. For this reason, the current level of understanding about the consequences associated with different manifestations of CCI, as well as the knowledge about what are the adequate CCI management strategies remains fragmented and largely incomplete for effectively guiding managerial decision. This paper addresses this gap by advancing a CCI typology that characterises customers’ interactions along two dimensions concerning the design of service operations and delivery. The paper builds on a review of the literature on CCI, identifying a range of different customer interaction determinants and circumstances, while characterising the potential implications of CCI for service operations, quality and value. Some recommendations on adequate service management strategies to maximise the positive effects of CCI on value creation, cost reduction and service uniqueness are made.RoutledgeUniversidade do MinhoSá, Patrícia Moura eAmorim, Marlene20172017-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/1822/83463engMoura e Sá, P., & Amorim, M. (2017, April 9). A typology of customer-to-customer interaction and its implications for excellence in service provision. Total Quality Management & Business Excellence. Informa UK Limited. http://doi.org/10.1080/14783363.2017.13091211478-33631478-337110.1080/14783363.2017.1309121https://www.tandfonline.com/doi/full/10.1080/14783363.2017.1309121info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-21T12:39:22Zoai:repositorium.sdum.uminho.pt:1822/83463Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:35:58.744248Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
title |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
spellingShingle |
A typology of customer-to-customer interaction and its implications for excellence in service provision Sá, Patrícia Moura e Customer-to-customer interaction Typology Service excellence Quality Value creation Control Ciências Sociais::Economia e Gestão |
title_short |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
title_full |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
title_fullStr |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
title_full_unstemmed |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
title_sort |
A typology of customer-to-customer interaction and its implications for excellence in service provision |
author |
Sá, Patrícia Moura e |
author_facet |
Sá, Patrícia Moura e Amorim, Marlene |
author_role |
author |
author2 |
Amorim, Marlene |
author2_role |
author |
dc.contributor.none.fl_str_mv |
Universidade do Minho |
dc.contributor.author.fl_str_mv |
Sá, Patrícia Moura e Amorim, Marlene |
dc.subject.por.fl_str_mv |
Customer-to-customer interaction Typology Service excellence Quality Value creation Control Ciências Sociais::Economia e Gestão |
topic |
Customer-to-customer interaction Typology Service excellence Quality Value creation Control Ciências Sociais::Economia e Gestão |
description |
Whereas the critical role of customer participation and interaction with service providers for the quality of service outcomes and value has been extensively discussed in the literature, an equivalent debate about the implications of customer-to-customer interactions (CCI) has not yet been done. While CCI are recognised as a potential driver of variability and unpredictability in service production systems, the available research on the topic still offers rather anecdotal examples on how to handle CCI. For this reason, the current level of understanding about the consequences associated with different manifestations of CCI, as well as the knowledge about what are the adequate CCI management strategies remains fragmented and largely incomplete for effectively guiding managerial decision. This paper addresses this gap by advancing a CCI typology that characterises customers’ interactions along two dimensions concerning the design of service operations and delivery. The paper builds on a review of the literature on CCI, identifying a range of different customer interaction determinants and circumstances, while characterising the potential implications of CCI for service operations, quality and value. Some recommendations on adequate service management strategies to maximise the positive effects of CCI on value creation, cost reduction and service uniqueness are made. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017 2017-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/1822/83463 |
url |
https://hdl.handle.net/1822/83463 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Moura e Sá, P., & Amorim, M. (2017, April 9). A typology of customer-to-customer interaction and its implications for excellence in service provision. Total Quality Management & Business Excellence. Informa UK Limited. http://doi.org/10.1080/14783363.2017.1309121 1478-3363 1478-3371 10.1080/14783363.2017.1309121 https://www.tandfonline.com/doi/full/10.1080/14783363.2017.1309121 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Routledge |
publisher.none.fl_str_mv |
Routledge |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
_version_ |
1799132887370432512 |