Service customers' quality costs: Toward understanding the customer's value chain

William E. Youngdahl, Deborah L. Kellogg, David Bowen

    Research output: Contribution to conferencePaperpeer-review

    Abstract

    This article develops a service customer's value chain constructed from customer costs of service quality (CCSQ) behaviors. The empirical study first establishes the relationships between the behaviors along the value chain to both effort and satisfaction. These findings are then extended by examining the multivariate relationship between both satisfaction and effort, simultaneously, and value chain behaviors, providing further insight into service value. Implications are provided for service design and delivery.

    Original languageEnglish (US)
    Pages1584-1586
    Number of pages3
    StatePublished - Dec 1 1996
    EventProceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3) - Orlando, FL, USA
    Duration: Nov 24 1996Nov 26 1996

    Other

    OtherProceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3)
    CityOrlando, FL, USA
    Period11/24/9611/26/96

    ASJC Scopus subject areas

    • Management Information Systems
    • Hardware and Architecture

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