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

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

Research output: Contribution to conferencePaper

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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    Youngdahl, W. E., Kellogg, D. L., & Bowen, D. (1996). Service customers' quality costs: Toward understanding the customer's value chain. 1584-1586. Paper presented at Proceedings of the 1996 27th Annual Meeting of the Decision Sciences Institute. Part 2 (of 3), Orlando, FL, USA, .