Consumer Participation and Productivity in Service Operations

James A. Fitzsimmons
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James A. Fitzsimmons: Department of Management, The University of Texas at Austin, Austin, Texas 78712

Interfaces, 1985, vol. 15, issue 3, 60-67

Abstract: Operations managers have traditionally increased productivity by substituting machines for labor, simplifying work, and devising employee incentive plans. For services, the consumer represents an untapped productive resource. A service delivery system can be designed to permit greater consumer involvement in the production process thereby achieving productivity gains and revising the concept of employment.

Keywords: productivity; marketing: buyer behavior (search for similar items in EconPapers)
Date: 1985
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