Online citations, reference lists, and bibliographies.
Please confirm you are human
(Sign Up for free to never see this)
← Back to Search

Customer Contributions To Quality: A Different View Of The Customer-Oriented Firm

C. A. Lengnick-Hall
Published 1996 · Business

Save to my Library
Download PDF
Analyze on Scholarcy
Share
Regardless of the specific tools and methods a firm adopts or what quality experts an organization follows, managing for quality and competitive advantage means a firm must become customer oriented. Unfortunately, many quality-management programs and efforts to enhance competitiveness take a rather limited view of potential customer involvement in the process. This article first examines familiar roles that customers play in both manufacturing and service organizations. Then, insights from organization theory, services marketing. strategic management, and total quality concepts are integrated to develop both a conceptual model and 10 propositions based on a more complex view of potential customer contributions to competitive quality. Both a research agenda and ideas for improved organizational practice are discussed.
This paper references
10.5465/AME.1989.4274737
Becoming PALs: Pooling, Allying, and Linking Across Companies
R. M. Kanter (1989)
10.1016/0024-6301(95)90232-5
Competing For the Future : breakthrough strategies for seizing control of your industry and creating the markets of tomorrow
G. Hamel (1994)
10.5465/AMR.1988.4306768
Employee Participation: Diverse Forms and Different Outcomes
J. L. Cotton (1988)
10.1007/978-1-349-20317-8_21
Choosing strategies for change.
J. Kotter (1979)
10.1080/00213624.1987.11504638
The Economic Institutions of Capitalism
W. Dugger (1987)
10.1080/00131727609336501
The Coming of the Post-Industrial Society
D. Bell (1973)
10.1108/EB039449
Satisfy Your Internal Customers
B. Pfau (1991)
10.1177/019263659207654222
The Seven Habits of Highly Effective People
Anthony M. Armocida (1992)
10.5465/AMR.1980.4288845
Self-Management as a Substitute for Leadership: A Social Learning Theory Perspective
Charles C. Manz (1980)
10.2307/3053122
Transcript of Conference Proceedings
L. Brickman (1976)
10.2307/1252265
Determinants of Long-Term Orientation in Buyer-Seller Relationships:
S. Ganesan (1994)
10.5860/choice.28-0390
Delivering quality service : balancing customer perceptions and expectations
Valarie A Zeithaml (1990)
10.1016/0019-8501(94)00029-V
The meaning of a marketing relationship: A pilot study
Jean Perrien (1995)
10.1108/00251749710169729
Keynote paper From marketing mix to relationship marketing ‐ towards a paradigm shift in marketing
Christian Grönroos (1997)
10.5465/AMR.1986.4283519
Transaction Cost Analysis of Service Organization-Customer Exchange
D. Bowen (1986)
10.1017/CBO9781139192675.003
Strategic Management: A Stakeholder Approach
R. E. Freeman (1984)
10.2307/2301530
Economic Control of Quality of Manufactured Product.
A. R. Crathorne (1931)
The Virtual Corporation: Structuring and Revitalizing the Corporation for the 21st Century
W. H. Davidow (1992)
10.2307/2344163
The Service Economy
V. Fuchs (1968)
A Critical review of consumer satisfaction
Youjae Yi (1989)
10.5465/AME.1988.4277252
The Service Factory
R. Chase (1988)
Effects of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure
J. Olson (1976)
10.1016/0090-2616(79)90032-9
Goal Setting: A Motivational Technique That Works!
G. Latham (1984)
Juran on planning for quality
Joseph Moses Juran (1988)
Lawyer and Client
D. Rosenthal (1974)
10.1016/0007-6813(88)90053-5
The service-quality puzzle
L. Berry (1988)
10.5465/AMR.1989.4279005
A Framework for Analyzing Customer Service Orientations in Manufacturing
D. Bowen (1989)
Value-Percept Disparity: an Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction
R. A. Westbrook (1983)
10.4324/9780080942360
管理的实践=The practice of management
P. Drucker (1954)
10.2307/1252196
On Great Service: A Framework for Action
L. Berry (1995)
10.2307/2062234
The service society
C. Gersuny (1975)
10.5860/choice.29-6305
World Class Quality: Using Design of Experiments to Make It Happen
Keki R. Bhote (1991)
The patient as the pivot point for quality in health care delivery.
C. A. Lengnick-Hall (1995)
10.2307/2522684
Organizational entry : recruitment, selection, and socialization of newcomers
E. Burack (1982)
10.5465/AMR.1991.4279000
EMPLOYEE OWNERSHIP: A CONCEPTUAL MODEL OF PROCESS AND EFFECTS
J. Pierce (1991)
Beyond Total Quality Management: Toward The Emerging Paradigm
L. Yorks (1994)
10.1016/0022-4359(94)90005-1
Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry
S. Andaleeb (1994)
10.1016/0022-4359(94)90033-7
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
A. Parasuraman (1994)
10.1016/0019-8501(94)90007-8
The relationship marketing process: A conceptualization and application
Joel R. Evans (1994)
10.1177/002224298204600207
A Means-End Chain Model Based on Consumer Categorization Processes
J. Gutman (1982)
10.2307/2091239
Handbook of Medical Sociology.
S. W. Bloom (1964)
10.2307/1251446
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
Valarie A Zeithaml (1988)
10.5465/AMR.1988.4306771
The Determinants of Goal Commitment
E. Locke (1988)
10.2307/3150499
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
R. L. Oliver (1980)
10.1016/0007-6813(92)90112-m
The Icarus paradox : how exceptional companies bring about their own downfall : new lessons in the dynamics of corporate success, decline, and renewal
Danny Miller (1990)
10.2307/3172652
Models of Consumer Satisfaction Formation : An Extension
D. Tse (1988)
10.5465/AMR.1989.4282106
Hybrid Arrangements as Strategic Alliances: Theoretical Issues in Organizational Combinations
B. Borys (1989)
10.1177/002224299405800304
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
E. Anderson (1994)
10.1002/SMJ.4250130702
Structuring cooperative relationships between organizations
P. S. Ring (1992)
10.2307/1252174
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
M. J. Bitner (1990)
10.1177/002224377200900105
Consumer Expectations, Product Performance, and Perceived Product Quality
Richard W. Olshavsky (1972)
10.1016/s0007-6813(05)80064-3
REENGINEERING THE CORPORATION: A MANIFESTO FOR BUSINESS REVOLUTION
Michael Hammer (1995)
The nature and causes of job satisfaction
E. Locke (1976)
10.5860/choice.33-0401
Winning the service game
B. Schneider (1995)
10.1177/002224298605000406
The Missing Link: Surrogate Consumers in the Marketing Chain
M. Solomon (1986)
10.2307/973981
Participation, Poverty, and Administration
S. Miller (1969)
10.5465/AMR.1983.4284740
Motivating the client/employee system as a service production strategy.
P. K. Mills (1983)
10.4135/9781483326573.n291
Contingencies Of Reinforcement
B. Skinner (1969)
10.2307/799862
Professional Autonomy and the Revolt of the Client
M. Haug (1969)
10.2307/1251430
A Conceptual Model of Service Quality and Its Implications for Future Research
A. Parasuraman (1985)
10.1287/MNSC.29.9.1037
The Customer Contact Model for Organization Design
R. Chase (1983)
10.1016/S0742-3322(00)17018-4
Firm Resources and Sustained Competitive Advantage
J. Barney (1991)
10.1108/EB054500
A new marketing paradigm: Share of customer, not market share
D. Peppers (1995)
Work and motivation
V. Vroom (1964)
10.5465/AMR.1982.4285367
Perspectives on the Technology of Service Operations
P. Mills (1982)
10.1016/S0007-6813(05)80223-X
Building customer partnerships
A. J. Magrath (1994)
10.1037/H0036775
The role of task-goal attributes in employee performance.
R. M. Steers (1974)
10.1177/089124167200100103
Staff and Client Control Strategies in Urban Hospital Emergency Services
J. Roth (1972)
10.1177/002224376500200303
An Experimental Study of Customer Effort, Expectation, and Satisfaction
R. N. Cardozo (1965)
10.1287/MNSC.33.4.509
Manufacturing strategy, environmental uncertainty and performance: a path analytic model
P. Swamidass (1987)
10.1086/209131
Response Determinants in Satisfaction Judgments
Richard L. Oliver (1988)
10.2307/1252308
The Commitment-Trust Theory of Relationship Marketing
Robert M. Morgan (1994)
10.1002/SMJ.4250110703
Information asymmetries: a source of competitive advantage for diversified service firms
Praveen R. Nayyar (1990)
10.5465/ame.1993.9409142063
The Ultimate Advantage: Creating the High-Involvement OrganizationThe Ultimate Advantage: Creating the High-Involvement Organization By LawlerEdward E.III, San Francisco, CA: Jossey-Bass, 1992—371 pages. $29.95
R. H. Franke (1992)
10.1007/1-4020-0612-8_996
Total Quality Control
A. V. Feigenbaum (1961)
10.1016/0022-4359(94)90013-2
An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
S. Taylor (1994)
Sociotechnical systems: factors in analysis, design, and management
D. Greene (1973)
10.1086/209358
Cognitive, affective, and attribute bases of the satisfaction response.
R. Oliver (1993)
10.1097/00006216-198400830-00014
In Search of Excellence
T. J. Peters (1982)
10.1016/0024-6301(83)90002-X
The service sector revolution: the automation of services.
D. A. Collier (1983)
Getting a grasp on quality.
Beckham Jd (1987)
Managing Quality: The Primer for Middle Managers
R. Schuler (1992)
10.5465/AMR.1994.9412271803
MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT
J. Dean (1994)
10.5465/255971
An Empirical Typology of Mature Industrial-Product Environments
D. Hambrick (1983)



This paper is referenced by
Current and Future Trends in Tourism and Hospitality: The Case of Greece
S. Kapiki (2012)
10.1177/1094670513513337
When the Recipe Is More Important Than the Ingredients
A. Ordanini (2014)
10.1108/15982681111187128
Conceptualizing service quality in higher education
Rajani Jain (2011)
10.1108/JOSM-09-2015-0287
Explaining social exchanges in information-based online communities (IBOCs)
S. Benoit (2016)
10.1108/JOSM-09-2013-0266
Mirror, mirror on the wall – how customers perceive their contribution to service provision
Sabine Fliess (2014)
10.1142/9781848167810_0008
The BMW Group Co-Creation Lab: From Co-Creation Projects to Programmes
Michael Bartl (2013)
Bundling and Transformation of Management Control Innovations : A Case Study of the Integration of Total Quality Management and the Balanced Scorecard
Sven Modell (2007)
10.2139/SSRN.3328971
Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact
Michelle A. Shell (2019)
10.1080/02642069.2019.1691168
How autonomy-supportive leaders influence employee service performance: a multilevel study
Chih-Ting Shih (2019)
10.1017/JMO.2013.8
Customer participation and new product development outcomes: The moderating role of product innovativeness
M. Lin (2013)
10.1007/S10551-013-1693-3
Corporate Legitimacy and Investment–Cash Flow Sensitivity
N. Attig (2013)
10.1108/JCM-01-2016-1664
Construction and validation of customer value co-creation attitude scale
A. Shamim (2017)
10.1080/1360080X.2012.727703
Student satisfaction and the customer focus in higher education
E. Mark (2013)
10.1108/14626001011019152
When Management and Customers See Eye-to-Eye: The Agreement Factor and Performance
Cinzia Dessì (2010)
Australian Lamb Supply Chain: A Conceptual Framework
F. Jie (2011)
'Banking on the Customer': customer relations, employment relations and worker identity in the Australian retail banking industry
Leanne Cutcher (2004)
10.1007/978-0-85729-189-9_6
Redefining Organisational Capability for Value Co-creation in Complex Engineering Service Systems
Irene C. L. Ng (2011)
The relationships between member participation, trust, Behavioural loyalty, and the moderating effect of ethnicity: An explanatory study of value co-creation among cooperative members in Sarawak
Y. Yacob (2018)
10.1037/a0026736
Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.
S. Raub (2012)
10.1108/08876040610679909
Developing successful technology‐based services: the issue of identifying and involving innovative users
Jonas Matthing (2006)
Customers' Innovation Potential: Exploring negative Consequences of Co-Creation with Customers
K. Urban (2015)
Customer Induced Uncertainty and Its Impact on Organizational Design
Sanjib K. Chowdhury (1999)
10.2501/S1470785310201302
Agenda Development for Marketing Research: The User's Voice
D. Roberts (2010)
10.1007/S11747-007-0082-9
Influence of customer participation on creating and sharing of new product value
E. Fang (2008)
DIVERSE CATEGORIES OF CO-CREATING CONSUMERS FOR OPERATIVE CO-CREATION IN HOSPITALITY SERVICE PERSPECTIVE: AN EMPIRICAL STUDY IN INDIAN CONTEXT
Sunishtha Dhaka (2016)
Synergy among Business Processes: The Construct, Drivers, Consequences and Managerial Implications
Linlin Chai (2016)
10.1109/ITAPP.2010.5566573
A Study on the Relationship Quality in Marketing Channels and Factors Affecting It
T. Wang (2010)
10.1177/1094670513507338
Trading Effort for Money
L. Xia (2014)
10.1504/IJTIP.2015.070846
Social media within sustainable product development: an exploratory multiple case study on the perception of social media usability in the new product development process
G. Berendsen (2015)
Relationer og værdiskabelser – i vidensintensive virksomheder!
J. Mattsson (2009)
10.5172/impp.2011.13.3.291
Organizational factors and technological features in the development of green innovations: Evidence from patent analysis
Antonio Messeni Petruzzelli (2011)
10.1108/MRR-09-2018-0344
Customers as “partial” employees of organizations: good or bad?
Weiling Zhuang (2019)
See more
Semantic Scholar Logo Some data provided by SemanticScholar