Options
Customer participation risk management: conceptual model and managerial assessment tool
Date Issued
2020-03-16
Date Available
2020-09-08T11:22:52Z
Abstract
Purpose: Customer Participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers’ costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a conceptual foundation to address this gap and develops a comprehensive model of the risks of customer participation in service delivery, integrating research from the marketing, operations and supply chain management, strategy, and information technology fields. Design/methodology/approach: The model is derived deductively by integrating insights from research in marketing, operations and supply chain management, strategy, and information technology. Findings: This paper identifies three categories of potential risks of CP (i.e., market, operational, and service network) and discusses ways that firms can mitigate these risks. Building on the model, it develops a CP risk assessment tool that managers can use when evaluating increases in CP. Research limitations/implications: The conceptual model proposed in this paper can serve as a robust basis for future research in customer participation, particularly in such areas as sharing economy services, service delivery networks, and experiential services. The risk assessment tool offers clear guidelines for managers who are considering an increase in customer participation in their service. Originality/value: This is the first attempt to conceptually define customer participation risk and develop a comprehensive model of its drivers and strategies to mitigate it. This paper develops a straightforward method for managers to evaluate CP risk.
Type of Material
Journal Article
Publisher
Emerald
Journal
Journal of Service Management
Volume
32
Issue
1
End Page
27
Copyright (Published Version)
2020 Emerald
Language
English
Status of Item
Peer reviewed
ISSN
0956-4233
This item is made available under a Creative Commons License
File(s)
No Thumbnail Available
Name
Customer Participation Risk Management_ForArchive.pdf
Size
1.76 MB
Format
Owning collection
Scopus© citations
9
Acquisition Date
Mar 19, 2024
Mar 19, 2024
Views
618
Last Week
1
1
Last Month
1
1
Acquisition Date
Mar 19, 2024
Mar 19, 2024
Downloads
656
Last Week
5
5
Last Month
12
12
Acquisition Date
Mar 19, 2024
Mar 19, 2024