Journal
ACADEMY OF MANAGEMENT EXECUTIVE
Volume 16, Issue 4, Pages 110-120Publisher
ACAD MANAGEMENT
DOI: 10.5465/AME.2002.8951336
Keywords
-
Categories
Ask authors/readers for more resources
Services businesses have the unique characteristic that their efficiency is at least partially driven by the performance of their consumers, who are active participants in the production process. Not only that, but consumer performance also drives satisfaction. This article draws on cognitive psychology to suggest that script theory can unify the needs of the service organization and the customer. This consumer-behavior perspective is used to define the key tasks for managing consumer performance.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available