Customer input failures in service processes

Kaisa Seppänen, Janne Huiskonen and Henri Karppinen

International Journal of Services and Operations Management, 2014, vol. 17, issue 4, 439-452

Abstract: Customer inputs in service processes are explored in the study. Customer input failures, their causes and consequences are observed through a case study conducted in a healthcare service organisation. The paper provides openings for future research by developing research propositions and constructing an integrated framework that includes the characteristics of customer input failures in service processes. The research provides a foundation for exploring and developing methods for quality management of customer inputs which can be utilised by service managers to make their service processes more effective.

Keywords: service process quality; customer input failures; customer resources; customer management; healthcare services; service quality; quality management. (search for similar items in EconPapers)
Date: 2014
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