@article{Claycomb_Lengnick-Hall_Inks_2001, place={Huntsville, Texas}, title={The Customer As A Productive Resource: A Pilot Study and Strategic Implications}, volume={18}, url={https://jbs-ojs-shsu.tdl.org/jbs/article/view/203}, DOI={10.54155/jbs.18.1.47-70}, abstractNote={<p>Service delivery is an interactive process in which customers are often vital<br>participants, with the level of participation varying among individual consumers.<br>Using a service setting (i.e., YMCA), a pilot study examines differences in<br>organizational socialization of customers and outcomes experienced by customers<br>for three levels of customer participation. The findings indicate that there<br>are significant differences in the (a) degree of organizational socialization<br>across customers and (b) perceptions of service quality for the different levels of<br>customer participation. Specifically, organizational socialization and perceptions<br>of service quality increase as customers become more active participants<br>in service delivery. Strategic implications are considered.</p>}, number={1}, journal={Journal of Business Strategies}, author={Claycomb, Cindy and Lengnick-Hall, Cynthia and Inks, Lawrence}, year={2001}, month={Mar.}, pages={47–70} }