Title: Customer input failures in service processes

Authors: Kaisa Seppänen; Janne Huiskonen; Henri Karppinen

Addresses: Faculty of Industrial Engineering and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Faculty of Industrial Engineering and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Faculty of Industrial Engineering and Management, Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland

Abstract: Customer inputs in service processes are explored in the study. Customer input failures, their causes and consequences are observed through a case study conducted in a healthcare service organisation. The paper provides openings for future research by developing research propositions and constructing an integrated framework that includes the characteristics of customer input failures in service processes. The research provides a foundation for exploring and developing methods for quality management of customer inputs which can be utilised by service managers to make their service processes more effective.

Keywords: service process quality; customer input failures; customer resources; customer management; healthcare services; service quality; quality management.

DOI: 10.1504/IJSOM.2014.060004

International Journal of Services and Operations Management, 2014 Vol.17 No.4, pp.439 - 452

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 24 Mar 2014 *

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