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

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

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

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

Global Management, Thunderbird School of (TSGM)

Research output: Contribution to conference › Paper › peer-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 language	English (US)
Pages	1584-1586
Number of pages	3
State	Published - 1996
Event	Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3) - Orlando, FL, USA Duration: Nov 24 1996 → Nov 26 1996

Other

Other	Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3)
City	Orlando, FL, USA
Period	11/24/96 → 11/26/96

ASJC Scopus subject areas

Management Information Systems
Hardware and Architecture

Cite this

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title = "Service customers' quality costs: Toward understanding the customer's value chain",

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.",

author = "Youngdahl, {William E.} and Kellogg, {Deborah L.} and Bowen, {David E.}",

year = "1996",

language = "English (US)",

pages = "1584--1586",

note = "Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3) ; Conference date: 24-11-1996 Through 26-11-1996",

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T1 - Service customers' quality costs

T2 - Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3)

AU - Youngdahl, William E.

AU - Kellogg, Deborah L.

AU - Bowen, David E.

PY - 1996

Y1 - 1996

N2 - 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.

AB - 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.

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UR - http://www.scopus.com/inward/citedby.url?scp=0030374261&partnerID=8YFLogxK

M3 - Paper

AN - SCOPUS:0030374261

SP - 1584

EP - 1586

Y2 - 24 November 1996 through 26 November 1996

ER -

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

Abstract

Other

ASJC Scopus subject areas

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