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

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

    Research output: Chapter in Book/Report/Conference proceedingConference contribution

    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)
    Title of host publicationProceedings - Annual Meeting of the Decision Sciences Institute
    Editors Anon
    PublisherDecis Sci Inst
    Pages1584-1586
    Number of pages3
    Volume3
    StatePublished - 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

    Fingerprint

    Quality of service
    Costs
    Customer service
    Quality costs
    Customer value
    Value chain
    Empirical study
    Service value
    Service delivery
    Service design

    ASJC Scopus subject areas

    • Management Information Systems
    • Hardware and Architecture

    Cite this

    Youngdahl, W., Kellogg, D. L., & Bowen, D. E. (1996). Service customers' quality costs: Toward understanding the customer's value chain. In Anon (Ed.), Proceedings - Annual Meeting of the Decision Sciences Institute (Vol. 3, pp. 1584-1586). Decis Sci Inst.

    Service customers' quality costs : Toward understanding the customer's value chain. / Youngdahl, William; Kellogg, Deborah L.; Bowen, David E.

    Proceedings - Annual Meeting of the Decision Sciences Institute. ed. / Anon. Vol. 3 Decis Sci Inst, 1996. p. 1584-1586.

    Research output: Chapter in Book/Report/Conference proceedingConference contribution

    Youngdahl, W, Kellogg, DL & Bowen, DE 1996, Service customers' quality costs: Toward understanding the customer's value chain. in Anon (ed.), Proceedings - Annual Meeting of the Decision Sciences Institute. vol. 3, Decis Sci Inst, pp. 1584-1586, Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3), Orlando, FL, USA, 11/24/96.
    Youngdahl W, Kellogg DL, Bowen DE. Service customers' quality costs: Toward understanding the customer's value chain. In Anon, editor, Proceedings - Annual Meeting of the Decision Sciences Institute. Vol. 3. Decis Sci Inst. 1996. p. 1584-1586
    Youngdahl, William ; Kellogg, Deborah L. ; Bowen, David E. / Service customers' quality costs : Toward understanding the customer's value chain. Proceedings - Annual Meeting of the Decision Sciences Institute. editor / Anon. Vol. 3 Decis Sci Inst, 1996. pp. 1584-1586
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