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Consumer Participation and Productivity in Service Operations

Author

Listed:
  • James A. Fitzsimmons

    (Department of Management, The University of Texas at Austin, Austin, Texas 78712)

Abstract

Operations managers have traditionally increased productivity by substituting machines for labor, simplifying work, and devising employee incentive plans. For services, the consumer represents an untapped productive resource. A service delivery system can be designed to permit greater consumer involvement in the production process thereby achieving productivity gains and revising the concept of employment.

Suggested Citation

  • James A. Fitzsimmons, 1985. "Consumer Participation and Productivity in Service Operations," Interfaces, INFORMS, vol. 15(3), pages 60-67, June.
    • Handle: RePEc:inm:orinte:v:15:y:1985:i:3:p:60-67
    DOI: 10.1287/inte.15.3.60
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    Citations

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    Cited by:

    1. Belk, Russell, 2014. "You are what you can access: Sharing and collaborative consumption online," Journal of Business Research, Elsevier, vol. 67(8), pages 1595-1600.
    2. Olga Lingaitienė & Virginija Grybaitė & Aurelija Burinskienė, 2022. "Core Elements Affecting Sharing Evidence from the European Union," Sustainability, MDPI, vol. 14(7), pages 1-21, March.
    3. João Miguel Cotrim & Francisco Nunes & Rafael Laurenti, 2020. "Making Sense of the Sharing Economy: A Category Formation Approach," Sustainability, MDPI, vol. 12(24), pages 1-23, December.
    4. Bijoylaxmi Sarmah & Zillur Rahman, 2017. "Transforming Jewellery Designing: Empowering Customers through Crowdsourcing in India," Global Business Review, International Management Institute, vol. 18(5), pages 1325-1344, October.
    5. Carlota Lorenzo-Romero & Efthymios Constantinides, 2019. "On-line Crowdsourcing: Motives of Customers to Participate in Online Collaborative Innovation Processes," Sustainability, MDPI, vol. 11(12), pages 1-16, June.
    6. Shailesh Pandita & Surabhi Koul & Hari Govind Mishra, 2021. "Acceptance of Ride-sharing in India:Empirical Evidence from the UTAUT Model," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 20(2), pages 93-117, September.
    7. Larry J. Menor & Aleda V. Roth & Charlotte H. Mason, 2001. "Agility in Retail Banking: A Numerical Taxonomy of Strategic Service Groups," Manufacturing & Service Operations Management, INFORMS, vol. 3(4), pages 273-292, February.
    8. Ruwan Abeysekera & Dean Patton & Andrew Mullineux, 2015. "Co-Production in Business Counselling in Microfinance Setting: A Conceptual Approach," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(03), pages 299-319, September.
    9. Otterbring, Tobias & Folwarczny, Michał, 2024. "Social validation, reciprocation, and sustainable orientation: Cultivating “clean†codes of conduct through social influence," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    10. Zuzana Soltysova & Vladimir Modrak, 2020. "Challenges of the Sharing Economy for SMEs: A Literature Review," Sustainability, MDPI, vol. 12(16), pages 1-14, August.
    11. Jennifer Stevens & Carol L. Esmark & Stephanie M. Noble & Na Young Lee, 2017. "Co-producing with consumers: how varying levels of control and co-production impact affect," Marketing Letters, Springer, vol. 28(2), pages 171-187, June.
    12. Muñoz-Seca, Beatriz, 2011. "A business model for cultural services: Joint design and production of a customer experience," IESE Research Papers D/941, IESE Business School.
    13. Sebastiano Patti, 2017. "Circular economy and sharing consumption: Attitudes towards low-carbon tourism," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2017(1-2), pages 219-234.
    14. Yi, Youjae & Nataraajan, Rajan & Gong, Taeshik, 2011. "Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention," Journal of Business Research, Elsevier, vol. 64(1), pages 87-95, January.

    More about this item

    Keywords

    productivity; marketing: buyer behavior;

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