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Motivating the Client/Employee System as a Service Production Strategy

https://doi.org/10.5465/amr.1983.4284740
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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The Service Industries
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The ‘Practical Significance’ of Locke’s Theory of Goal Setting
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Task-goal attributes, n achievement, and supervisory performance
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Harvard Business Review
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Operations change interactions in a service environment: Attitudes, behaviors, and profitability
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Psychological Monographs
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The perception of organizational climate: The customer's view.
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Improving job performance through training in goal setting.
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The role of task-goal attributes in employee performance.
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The "practical significance" of Locke's theory of goal setting.
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Assigned versus participative goal setting with educated and uneducated woods workers.
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Effectiveness of positive reinforcement and goal setting as methods of management development.
inferredcites →https://doi.org/10.1037/h0092976openalex-snapshot
Generalized expectancies for internal versus external control of reinforcement.
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Organizations and Output Transactions
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The Influence of Personality on the Bargaining Process
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An Experimental Study of Cohesiveness and Productivity
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The Causal Texture of Organizational Environments
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Participation and the Appraisal System
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The Effects of Social Isolation and Group Composition on Performance
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A Typology for Integrating Technology, Organization, and Job Design
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Organizational Goals and Environment: Goal-Setting as an Interaction Process
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Goal Displacement and the Intangibility of Organizational Goals
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The Evolution of Organizational Environments
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Characteristics of Organizational Environments and Perceived Environmental Uncertainty
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Employee and Customer Perceptions of Service in Banks
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The Conditions of Economic Progress.
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Perspectives on the Technology of Service Operations
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Productivity in the Provision of Hospital Services: A Challenge to the Management Community
inferredcites →https://doi.org/10.2307/2948501openalex-snapshot
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The Clash of Progress and Security.
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Developing Quality Productivity Ratios for Public Sector Personnel Services
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Production and Productivity in the Service Industries
inferredcites →https://doi.org/10.2307/41165697openalex-snapshot
A Second Look at Management Goals and Controls
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TVA and the Grass Roots
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Economic Growth and the Rise of Service Employment
inferredcites →https://doi.org/10.4135/9781452206905.n541openalex-snapshot
Principles of Scientific Management, The
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Organization and Management
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Organization and Management
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Self-Regulating Work Groups: A Socio-Technical Synthesis
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Toward a Core Typology of Service Organizations
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Self-Management as a Substitute for Leadership: A Social Learning Theory Perspective
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Perspectives on the Technology of Service Operations
inferredcites →https://doi.org/10.5465/amr.1982.4285475openalex-snapshot
Factors Affecting the Context for Motivation in Public Organizations

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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A Service Process Positioning Framework for Co-Productive Services
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Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact
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Advancing a Service-Centered Dominant Logic: A Consumer-Centric View on Relationship Marketing
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The Augmented Customer Relationship: the Increasing Importance of the Customer's Role
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Developing Customers as Partial Employees: Predictors and Outcomes of Customer Performance in a Services Context
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Managerial Family Ties and Employee Risk Bearing in Family Firms: Evidence from Spanish Car Dealers
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Client–project manager engagements, trust, and loyalty
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Sustaining the ‘connective tissue’ of customer relationships
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Auswirkungen der Co-Produktion auf die Kunden-Mitarbeitenden-Beziehung
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Der Mensch als Teil der Innovation – Eine „Service Canvas“ als anwendungsorientierter Bezugsrahmen
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Co-Production in the Service Production and Delivery Process – Conceptualization and Future Research Fields
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Kundenbeiträge und Dienstleistungsproduktivität: Unterscheidung von „produktiven“ und „unproduktiven“ Kunden
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Das 3K-Projekt – Empirische Analysen der Konfiguration, Koordination und Kundenintegration von internationalen Dienstleistungsunternehmen: Darstellung des Forschungsplans und erster Forschungsergebnisse
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Kundenorientiertes Kostenmanagement bei beteiligungsintensiven Dienstleistungen
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Controlling von Dienstleistungsprozessen
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Kundenintegration im Dienstleistungsmanagement — Eine Einführung in die theoretischen und praktischen Problemstellungen
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Steuerung der Kundenintegration bei der Internationalisierung von Dienstleistungen
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Verhaltensimplikationen der Kundenmitwirkung — Hebelwirkung für die Einstellung zur Marke
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Kundenintegration zwischen Kooperation und Delegation — Konzepte und Relevanz aus Managementsicht
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Kundenintegration in Innovationsprozesse
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Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements
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Qualitätssicherung bei der Internationalisierung von Dienstleistungen
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Grundlagen der Kundenintegration im Konsumgüterbereich
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Organizational socialization of service customers
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Roles and Resource Contributions of Customers in Value Co-creation
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The impact of code switching on service encounters
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Quality and effectiveness in Web-based customer support systems
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INNOVACIÓN DE SERVICIO Y CO-CREACIÓN CON LOS CLIENTES DE LA EMPRESA: EFECTOS SOBRE LOS RESULTADOS
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Exploring service innovation and value creation: The critical role of network relationships
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Co-production-an approach to cardiac rehabilitation from a service management perspective
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The Working Customer — A Fundamental Change in Service Work
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The Path to Service Encounter Performance in Public and Private ‘Bureaucracies’
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Packaging the Service Provider
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A student's perspective of service quality in education
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Strategic segmentation in front-line services: matching customers, employees and human resource systems
inferred← citeshttps://doi.org/10.1080/09585192.2011.543764openalex-snapshot
Customers cocreating value with the firm: implications for IHRM
inferred← citeshttps://doi.org/10.1080/09593969.2015.1089304openalex-snapshot
Conceptualizing smart shopping with a smartphone: implications of the use of mobile devices for shopping productivity and value
inferred← citeshttps://doi.org/10.1080/0960085x.2019.1581440openalex-snapshot
Enabling service co-production: a theory-building case study
inferred← citeshttps://doi.org/10.1080/12460125.2016.1141274openalex-snapshot
The impact of self-service technologies – towards an economic decision model and its application at the German Federal Employment Agency
inferred← citeshttps://doi.org/10.1080/1478336032000046625openalex-snapshot
Quality management in banking services: An approach to employee and customer perceptions
inferred← citeshttps://doi.org/10.1080/14783363.2015.1090290openalex-snapshot
The influence of customer participation on service failure perceptions
inferred← citeshttps://doi.org/10.1080/15332969.2012.689938openalex-snapshot
The CCP Scale: Measuring Customer Co-Production of Services
inferred← citeshttps://doi.org/10.1080/15332969.2021.1976552openalex-snapshot
Taking Stock and Moving Forward: A Case for Organizational Theories in Service Quality Research
inferred← citeshttps://doi.org/10.1080/19368623.2010.514550openalex-snapshot
Consumers' Responses to Participation and Customization in Food Services: A Cultural Perspective
inferred← citeshttps://doi.org/10.1080/19388160.2011.599254openalex-snapshot
Staff Perceptions of Jaycustomers in Hong Kong Bars and Nightclubs
inferred← citeshttps://doi.org/10.1080/21639159.2020.1808806openalex-snapshot
The effect of customer participation in service industry on encounter satisfaction by the development of relationship
inferred← citeshttps://doi.org/10.1093/jpo/joz017openalex-snapshot
High-stakes innovation: When collaboration in teams enhances (or undermines) innovation in professional service firms
inferred← citeshttps://doi.org/10.1093/oxfordhb/9780199235049.013.0019openalex-snapshot
The Nature Of Client–Consultant Interaction: A Critical Review
inferred← citeshttps://doi.org/10.1108/00483480410528878openalex-snapshot
Managing customers as employees of the firm
inferred← citeshttps://doi.org/10.1108/01409179910781715openalex-snapshot
A framework for research in internal marketing and the study of service quality: some propositions
inferred← citeshttps://doi.org/10.1108/01443571211250077openalex-snapshot
Linking servicescape to customer satisfaction: exploring the role of competitive strategy
inferred← citeshttps://doi.org/10.1108/01443571311295617openalex-snapshot
Enterprise imaging: representing complex multi‐organizational service enterprises
inferred← citeshttps://doi.org/10.1108/02652320410521719openalex-snapshot
Effective communication with lead customers in developing new banking products
inferred← citeshttps://doi.org/10.1108/02652320610681756openalex-snapshot
Managing multichannel coordination in retail banking: the influence of customer participation
inferred← citeshttps://doi.org/10.1108/02652329010000901openalex-snapshot
Customer Motivations: Use and Non‐use of Automated Banking
inferred← citeshttps://doi.org/10.1108/03090560010311894openalex-snapshot
An analysis of role adoptions and scripts during customer‐to‐customer encounters
inferred← citeshttps://doi.org/10.1108/03090560010311902openalex-snapshot
From recipient to contributor: examining customer roles and experienced outcomes
inferred← citeshttps://doi.org/10.1108/08876040510609899openalex-snapshot
The impact of choice on fairness in the context of service recovery
inferred← citeshttps://doi.org/10.1108/08876040510609943openalex-snapshot
Crisis management and services marketing
inferred← citeshttps://doi.org/10.1108/08876040810871174openalex-snapshot
The customer socialization paradox: the mixed effects of communicating customer role expectations
inferred← citeshttps://doi.org/10.1108/08876041011072546openalex-snapshot
Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic
inferred← citeshttps://doi.org/10.1108/08876041011081069openalex-snapshot
The role of the customer contact person's age in service encounters
inferred← citeshttps://doi.org/10.1108/08876049310044574openalex-snapshot
Evaluating the effectiveness of interactive marketing
inferred← citeshttps://doi.org/10.1108/09564230110387515openalex-snapshot
A perspective on client productivity in business‐to‐business consulting services
inferred← citeshttps://doi.org/10.1108/09564230410532501openalex-snapshot
Participative customers as partial employees and service provider workload
inferred← citeshttps://doi.org/10.1108/09564230710826269openalex-snapshot
Changing roles of customers: consequences for HRM
inferred← citeshttps://doi.org/10.1108/09564231111136863openalex-snapshot
Customer experience in online financial services
inferred← citeshttps://doi.org/10.1108/09564231111174979openalex-snapshot
Modeling service friendship and customer compliance in high‐contact service relationships
inferred← citeshttps://doi.org/10.1108/09564239510096885openalex-snapshot
“Service logic”: achieving service system integration
inferred← citeshttps://doi.org/10.1108/09564239610113442openalex-snapshot
Customization of the service experience: the role of the frontline employee
inferred← citeshttps://doi.org/10.1108/09564239710161051openalex-snapshot
Leveraging customer competency in service firms
inferred← citeshttps://doi.org/10.1108/09564239710185398openalex-snapshot
Customer contributions and roles in service delivery
inferred← citeshttps://doi.org/10.1108/09590550110396944openalex-snapshot
Retail customers as partial employees in service provision: a conceptual framework
inferred← citeshttps://doi.org/10.1108/09670731211195945openalex-snapshot
When Fintel fails to connect
inferred← citeshttps://doi.org/10.1108/09684889510093497openalex-snapshot
Managing service quality in higher education: the role of the student as primary consumer
inferred← citeshttps://doi.org/10.1108/17511340610670205openalex-snapshot
Customer relationship management: Barnard's foundations
inferred← citeshttps://doi.org/10.1108/17566691311316248openalex-snapshot
Customer involvement in service production, delivery and quality: the challenges and opportunities
inferred← citeshttps://doi.org/10.1108/bfj-02-2017-0119openalex-snapshot
Value co-creation in the beverage and food industry
inferred← citeshttps://doi.org/10.1108/ebr-04-2018-0079openalex-snapshot
Brand co-creation through triadic stakeholder participation
inferred← citeshttps://doi.org/10.1108/ejm-05-2012-0290openalex-snapshot
A socio-cognitive approach to customer adherence in health care
inferred← citeshttps://doi.org/10.1108/emjb-04-2016-0010openalex-snapshot
Organizational service orientation and job satisfaction
inferred← citeshttps://doi.org/10.1108/eum0000000001457openalex-snapshot
Strategy Formulation by Banks
inferred← citeshttps://doi.org/10.1108/ijopm-01-2015-0049openalex-snapshot
The company-customer transfer of logistics activities
inferred← citeshttps://doi.org/10.1108/ijpdlm-09-2015-0239openalex-snapshot
Direct and indirect value creation in offshored knowledge-intensive services
inferred← citeshttps://doi.org/10.1108/ijppm-10-2012-0113openalex-snapshot
Service production process: implications for service productivity
inferred← citeshttps://doi.org/10.1108/ijqss-03-2013-0007openalex-snapshot
Competitive strategy: the link between service characteristics and customer satisfaction
inferred← citeshttps://doi.org/10.1108/imds-11-2014-0351openalex-snapshot
Effects of suppliers’ trust and commitment on customer involvement
inferred← citeshttps://doi.org/10.1108/jcm-02-2016-1726openalex-snapshot
Brand experience and customer citizenship behavior: the role of brand relationship quality
inferred← citeshttps://doi.org/10.1108/josm-01-2015-0005openalex-snapshot
A process-output classification for customer participation in services
inferred← citeshttps://doi.org/10.1108/josm-01-2015-0014openalex-snapshot
Customer participation management
inferred← citeshttps://doi.org/10.1108/josm-09-2013-0266openalex-snapshot
Mirror, mirror on the wall – how customers perceive their contribution to service provision
inferred← citeshttps://doi.org/10.1108/josm-10-2023-0424openalex-snapshot
An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes
inferred← citeshttps://doi.org/10.1108/jpbm-12-2019-2670openalex-snapshot
Brand reputation and customer voluntary sharing behavior: the intervening roles of self-expressive brand perceptions and status seeking
inferred← citeshttps://doi.org/10.1108/jsm-02-2015-0065openalex-snapshot
Studying customers’ resource integration by service employees in interactional value co-creation
inferred← citeshttps://doi.org/10.1108/jsm-04-2013-0098openalex-snapshot
Consumer participation in online product recommendation services: augmenting the technology acceptance model
inferred← citeshttps://doi.org/10.1108/jsm-04-2018-0120openalex-snapshot
Customer advocates with a generous heart
inferred← citeshttps://doi.org/10.1108/jsm-04-2019-0176openalex-snapshot
The 4Cs of mass customization in service industries: a customer lens
inferred← citeshttps://doi.org/10.1108/jsm-12-2012-0252openalex-snapshot
Customers helping customers: payoffs for linking customers
inferred← citeshttps://doi.org/10.1108/jstp-09-2014-0208openalex-snapshot
Engaged customers as job resources or demands for frontline employees?
inferred← citeshttps://doi.org/10.1108/maj-08-2013-0916openalex-snapshot
Does client participation in an external audit affect their satisfaction with the audit service?
inferred← citeshttps://doi.org/10.1108/msq-03-2013-0046openalex-snapshot
Customer participation and value creation: a systematic review and research implications
inferred← citeshttps://doi.org/10.1108/s1877-6361(2012)0000009008openalex-snapshot
Chapter 4 The Effectiveness of Commercial Diplomacy: A Survey Among Embassies and Consulates
inferred← citeshttps://doi.org/10.1109/17.366402openalex-snapshot
User involvement for effective customization: an empirical study on voice networks
inferred← citeshttps://doi.org/10.1109/icee.2010.996openalex-snapshot
Notice of Retraction: Empirical Research on Customer Participation and Service Providers' Job Stress in Service Industry
inferred← citeshttps://doi.org/10.1109/icmss.2010.5577034openalex-snapshot
Study on Customer Participation in New Service Development
inferred← citeshttps://doi.org/10.1109/ieec.2009.21openalex-snapshot
Notice of Retraction: Effects of Customer Participation on Customer Perceived Value and Customer Satisfaction in B2B Business Model
inferred← citeshttps://doi.org/10.1109/ieem.2010.5674636openalex-snapshot
Towards a knowledge-based taxonomy for value creation patterns in professional service firms: Cases of law firms in People's Republic of China
inferred← citeshttps://doi.org/10.1109/iemce.2008.4617981openalex-snapshot
Structural characteristics and performance of innovative organization in knowledge-intensive business services: Empirical studies in China
inferred← citeshttps://doi.org/10.1109/msie.2011.5707735openalex-snapshot
The influence of customer participation on employee job stress—The empirical research based on the role theory
inferred← citeshttps://doi.org/10.1109/wicom.2008.1983openalex-snapshot
Customer Participation in the Service Industry: A Theoretical Discussion and its Application
inferred← citeshttps://doi.org/10.1111/j.1464-0597.1987.tb00376.xopenalex-snapshot
An Alternative Performance Measurement Approach: Applied Operant Measurement in the Service Sector
inferred← citeshttps://doi.org/10.1111/j.1468-2370.2009.00258.xopenalex-snapshot
The Determinants of Retail Productivity: A Critical Review of the Evidence
inferred← citeshttps://doi.org/10.1111/j.1744-6570.2006.00045.xopenalex-snapshot
HOW MUCH DO HIGH‐PERFORMANCE WORK PRACTICES MATTER? A META‐ANALYSIS OF THEIR EFFECTS ON ORGANIZATIONAL PERFORMANCE
inferred← citeshttps://doi.org/10.1111/j.1745-493x.1997.tb00031.xopenalex-snapshot
Voice of the Customer: The Impact on Customer Satisfaction
inferred← citeshttps://doi.org/10.1111/j.1936-4490.1998.tb00160.xopenalex-snapshot
Promoting Employee Service Behaviour: The Role of Perceptions of Human Resource Management Practices and Service Culture
inferred← citeshttps://doi.org/10.1111/jpim.12112openalex-snapshot
How Should Customers Be Integrated for Effective Interorganizational NPD Teams? An Input–Process–Output Perspective
inferred← citeshttps://doi.org/10.1111/radm.12103openalex-snapshot
How 'Internal' Users Contribute to Corporate Product Innovation: The Case of Embedded Users
inferred← citeshttps://doi.org/10.11118/ejobsat.2024.001openalex-snapshot
The Mediating Role of Brand Attachment on the Relationship between Brand Experience and Customer Citizenship Behavior
inferred← citeshttps://doi.org/10.1142/s0218495815500107openalex-snapshot
Co-Production in Business Counselling in Microfinance Setting: A Conceptual Approach
inferred← citeshttps://doi.org/10.1145/1082983.1083113openalex-snapshot
Customer relationships and Extreme Programming
inferred← citeshttps://doi.org/10.1145/252829.252838openalex-snapshot
Service
inferred← citeshttps://doi.org/10.1177/004728759703600103openalex-snapshot
Effects of Service Climate on Managers' and Employees' Rating of Visitors' Service Quality Expectations
inferred← citeshttps://doi.org/10.1177/009207039101900307openalex-snapshot
Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery
inferred← citeshttps://doi.org/10.1177/0149206304271375openalex-snapshot
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries
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