Title: Customer input management in service processes: needs and tools

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: With the increasing interest on customer inputs and their meaning in services, it is necessary to explore customer input management in service processes. This research focuses on the needs and tools of customer input management in service processes through a case study conducted in a healthcare service organisation. The findings emphasise the fact that there are multiple situations in services where customer input management is justified, but the use and selection of management tools does not always meet the requirements of the service process and management needs. The results of this study provide a rich contribution towards the customer input features that need management in service processes, and presents management tools for different management situations. Practical suggestions are offered to service managers to make their service processes more effective with customer input management.

Keywords: service process management; customer management; customer input management; management tools; management needs; healthcare services.

DOI: 10.1504/IJBIR.2015.065965

International Journal of Business Innovation and Research, 2015 Vol.9 No.1, pp.100 - 114

Received: 04 Jul 2013
Accepted: 16 Sep 2013
Published online: 15 Apr 2015 *

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