Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options

References

• Anitsal, Ismet, and Ann Fairhurst (2002), "Customer Participation in Technology-Based Self-Service: Issues for Customer Value Creation in Retailing," in From Art to Technology: Opportunities in Marketing Research and Education, vol. 18Jerry W. Wilson, ed., Statesboro, GA: Atlantic Marketing Association, 200-206.
   Google Scholar
• Anitsal, and Daniel J. Flint (2003a), "Understanding Customer Labor in Shopping: Insights from Technology-Based Self-Service," in Retailing 2003: Strategic Planning in Uncertain Times Joel R. Evans, ed., Hempstead, NY: Academy of Marketing Science, 148-154.
   Google Scholar
• Anitsal, and Daniel J. Flint (2003b), "Understanding Customer Productivity in Shopping: Preliminary Qualitative Insights from Technology-Based Self-Service," in Marketing in a Dynamic Global Environment, vol. 19Jerry W. Wilson, ed., Statesboro, GA: Atlantic Marketing Association, 200-206.
   Google Scholar
• Anitsal, Mark A. Moon, and M. Meral Anitsal (2002a), "Technology-Based Self-Service: Issues for Retail Management and Research," in Developments in Marketing Science, vol. 25Harlan E. Spotts, ed., Coral Gables, FL: Academy of Marketing Science, 25-36.
   Google Scholar
• Anitsal, Mark A. Moon, and M. Meral Anitsal (2002b), "Technology-Based Self-Service: Toward a New Retail Format," in Marketing Advances in Pedagogy, Process, and Philosophy Beverly T. Enable, ed., Greenville, NC: Society for Marketing Advances, 146-151.
   Google Scholar
• Ashforth, Blake E., and Ronald H. Humphrey (1993), "Emotional Labor in Service Roles: The Influence of Identity," Academy of Management Review, 18 (1), 88-115.
   Google Scholar
• Bailey, Thomas R., and Annette D. Bernhardt (1997), "In Search of the High Road in a Low-Wage Industry," Politics & Society, 25 (2), 179-201.
   Google Scholar
• Bateson, John E.G. (1983), "The Self-Service Customer—Empirical Findings," in Emerging Perspectives on Services Marketing Leonard T. Berry, G. Lynn Stostak, and Gregory D. Upah, eds., Chicago: American Marketing Association, 50-53.
   Google Scholar
• Bateson, John E.G. (2002), "Consumer Performance and Quality in Services," Managing Service Quality, 12 (4), 206-209.
   Google Scholar
• Berry, Leonard L., Kathleen Seiders, and Dhruv Grewal (2002), "Understanding Service Convenience," Journal of Marketing, 66 (3), 1-17.
   Google Scholar
• Bettencourt, Lance A. (1997), "Customer Voluntary Performance: Customers as Partners in Service Delivery," Journal of Retailing, 73 (3), 383-406.
   Google Scholar
• Bitner, Mary Jo, Bernard H. Booms, and Lois A. Mohr (1994), "Critical Service Encounters: The Employee's Viewpoint," Journal of Marketing, 58 (October), 95-106.
   Google Scholar
• Bitner, Mary Jo, Stephen W. Brown, and Matthew L. Meuter (2000), "Technology Infusion in Service Encounters," Journal of the Academy of Marketing Science, 28 (1), 138-149.
   Google Scholar
• Bitner, Mary Jo, William T. Faranda, Amy R. Hubbert, and Valarie A. Zeithaml (1997), "Customer Contributions and Roles in Service Delivery," International Journal of Service Industry Management, 8 (3), 193-205.
   Google Scholar
• Bobbitt, L. Michelle, and Pratibha A. Dabholkar (2001), "Integrating Attitudinal Theories to Understand and Predict Use of Technology-Based Self-Service: The Internet as an Illustration," International Journal of Service Industry Management, 12 (5), 423-450.
   Google Scholar
• Bowen, David E. (1986), "Managing Customers as Human Resources in Service Organizations," Human Resource Management, 25 (Fall), 371-383.
   Google Scholar
• Brady, Diane (2000), "Why Service Stinks: Companies Know Just How Good a Customer You Are—And Unless You're a High Roller, They Would Rather Lose You Than to Take the Time to Fix Your Problem," BusinessWeek (October 23), 118-128.
   Google Scholar
• Brady, Michael K., and J. Joseph Cronin (2001), "Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach," Journal of Marketing, 65, 3 (July), 34-49.
   Google Scholar
• Broderick, Anne J., and Supattra Vachirapornpuk (2002), "Service Quality in Internet Banking: The Importance of Customer Role," Marketing Intelligence and Planning, 20 (6), 327-335.
   Google Scholar
• Burke, Raymond R. (2002), "Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store," Journal of the Academy of Marketing Science, 30 (4), 411-432.
   Google Scholar
• Chase, Richard B., and Nicholas J. Aquilano (1992), Production & Operations Management: A Life Cycle Approach, 6th ed., Homewood, IL: Irwin.
   Google Scholar
• Claycomb, Cindy, Cynthia A. Lengnick-Hall, and Lawrence W. Inks (2001), "The Customer as a Productive Resource: A Pilot Study and Strategic Implications," Journal of Business Strategies, 18 (1), 47-69.
   Google Scholar
• Coates, Robert (1991), "Measuring Service Productivity," Small Business Reports (March), 22-25.
   Google Scholar
• Colby, Charles L., and A. Parasuraman (2003), "Technology Still Matters," Marketing Management, 12 (4), 28-33.
   Google Scholar
• Cox, Reavis (1948), "The Meaning and Measurement of Productivity in Distribution," Journal of Marketing, 12 (4), 433-441.
   Google Scholar
• Cronin, J. Joseph, Michael K. Brady, and G. Tomas M. Hult (2000), "Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments," Journal of Retailing, 76 (2), 193-218.
   Google Scholar
• Dabholkar, Pratibha A. (1990), "How to Improve Perceived Service Quality by Increasing Customer Participation," Developments in Marketing Science, vol. 13B.J. Dunlap, ed., New Orleans: Academy of Marketing Science, 483-487.
   Google Scholar
• Dabholkar, Pratibha A. (1991), "Using Technology-Based Self-Service Options to Improve Perceived Service Quality," in Enhancing Knowledge Development in Marketing Mary C. Gilly, ed., Chicago: American Marketing Association, 534-535.
   Google Scholar
• Dabholkar, Pratibha A. (1994), "Technology-Based Self-Service Delivery: A Classification Scheme for Developing Marketing Strategies," in Advances in Services Marketing and Management, vol. 3Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds., Greenwich, CT: JAI Press, 241-271.
   Google Scholar
• Dabholkar, Pratibha A., and Richard P. Bagozzi (2002), "An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors," Journal of the Academy of Marketing Science, 30 (3), 184-201.
   Google Scholar
• Dabholkar, Pratibha A., L. Michelle Bobbitt, and Eun-Ju Lee (2003), "Understanding Consumer Motivation and Behavior Related to Self-Scanning in Retailing: Implications for Strategy and Research on Technology-Based Self-Service," International Journal of Service Industry Management, 14 (1), 59-95.
   Google Scholar
• Daft, Richard L. (2000), Management, 5th ed., Orlando: Dryden Press, Harcourt College.
   Google Scholar
• Dellande, Stephanie, and Mary C. Gilly (1998), "Gaining Customer Compliance in Services," in Advances in Services Marketing and Management, vol. 7Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, eds., Greenwich, CT: JAI Press, 265-292.
   Google Scholar
• Fishman, Charles (2004), "The Toll of a New Machine," Fast Company, 82 (May), 91-98.
   Google Scholar
• Ford, Robert C., and Cherrill P. Heaton (2001), "Managing Your Guest as a Quasi-Employee," Cornell Hotel and Restaurant Administration Quarterly, 42, 2 (April), 46-55.
   Google Scholar
• Grönroos, Christian (1983), "Service Quality and the Customer Relation of Service Firms and Institutions," in Strategic Management and Marketing in the Service Sector Christian Grönroos, ed., Cambridge, MA: Marketing Science Institute, 20-35.
   Google Scholar
• Grönroos, Christian (2000), "Managing Service Productivity," in Service Management and Marketing: A Customer Relationship Management Approach, 2d ed., Hanken, Sweden: John Wiley & Sons, 205-231.
   Google Scholar
• Grönroos, Christian, and Katri Ojasalo (2002), "Service Productivity: Towards a Conceptualization of the Transformation of Inputs into Economic Results in Services," Journal of Business Research, 57, 4 (April), 414-423.
   Google Scholar
• Gummesson, Evert (1994), "Service Management: An Evaluation and the Future," International Journal of Service Industry Management, 5 (1), 77-96.
   Google Scholar
• Gummesson, Evert (1998), "Productivity, Quality and Relationship Marketing in Service Operations," International Journal of Contemporary Hospitality Management, 10 (1), 4-15.
   Google Scholar
• Harris, Kim, Steve Baron, and Julie Tacliffe (1995), "Customers as Oral Participants in a Service Setting," Journal of Services Marketing, 9 (4), 64-76.
   Google Scholar
• Henderson, Timothy P. (2001), "Multi-Channel Retailers Increasingly Rely on Internet-Based Kiosks to Bridge Gap Between Channels," Stores, 83, 10 (October), 28-30.
   Google Scholar
• Hennessy, Terry (1998), "Taking Control," Progressive Grocer, 77 (12), 83-86.
   Google Scholar
• Hess, Ronald L., Jr., Shankar Ganesan, and Noreen M. Klein (2003), "Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction," Journal of the Academy of Marketing Science, 31 (2), 127-145.
   Google Scholar
• Ingene, Charles A. (1982), "Labor Productivity in Retailing," Journal of Marketing, 46 (3), 75-90.
   Google Scholar
• Johnson, Brad (2001), "Sector Case Studies: Retail Trade," in U.S. Productivity Growth 1995-2000: Understanding the Contribution of Information Technology Relative to Other Factors, McKinsey Global Institute, eds., Washington, DC: McKinsey Global Institute, 1-19.
   Google Scholar
• Johnston, Robert, and Peter Jones (2004), "Service Productivity: Towards Understanding the Relationship Between Operational and Customer Productivity," International Journal of Productivity and Performance Measurement, 53 (3), 201-213.
   Google Scholar
• Keane, Michael, and Stilianos Fountas (2002), "Technology and Intermediation: Do Banks Pass the Gains to Their Customers?" Journal of Retailing and Consumer Services, 9 (3), 139-146.
   Google Scholar
• Keaveney, Susan M. (1995), "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 59 (2), 71-82.
   Google Scholar
• Keh, Hean Tat, and Chi Wei Teo (2001), "Retail Customers as Partial Employees in Service Provision: A Conceptual Framework," International Journal of Retail and Distribution Management, 29 (8), 370-378.
   Google Scholar
• Kelley, Scott W., James H. Donnelly, and Steven J. Skinner (1990), "Customer Participation in Service Production and Delivery," Journal of Retailing, 66 (3), 315-336.
   Google Scholar
• Kelley, Scott W., Steven J. Skinner, and James H. Donnelly (1992), "Organizational Socialization of Service Customers," Journal of Business Research, 25 (3), 197-214.
   Google Scholar
• Kelman, H.C. (1958), "Compliance, Identification and Internalization: Three Processes of Attitude Change," Journal of Conflict Resolution, 2 (1), 51-60.
   Google Scholar
• Larsson, Rikard, and David E. Bowen (1989), "Organization and Customer: Managing Design and Coordination of Services," Academy of Management Review, 14 (2), 213-233.
   Google Scholar
• Lehtinen, Uolevi, and Jarmo R. Lehtinen (1991), "Two Approaches to Service Quality Dimensions," Service Industries Journal, 11 (3), 287-303.
   Google Scholar
• Lengnick-Hall, Cynthia A., Vincentia (Cindy) Claycomb, and Lawrence W. Inks (2000), "From Recipient to Contributor: Examining Customer Role and Experienced Customers," European Journal of Marketing, 24 (3-4), 359-383.
   Google Scholar
• Lovelock, Christopher, and Lauren Wright (1999), Principles of Service Marketing and Management, Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Mann, Sandi (1997), "Emotional Labour in Organizations," Leadership and Organization Development Journal, 18 (1), 4-12.
   Google Scholar
• Martin, Claude R., David A. Horne, and Winnie S. Chan (2001), "A Perspective on Client Productivity in Business-to-Business Consulting Services," International Journal of Service Industry Management, 12 (2), 137-157.
   Google Scholar
• Martin, Claude R., David A. Horne, and Anne Marie Schultz (1999), "The Business-to-Business Customer in the Service Innovation Process," European Journal of Innovation Management, 2 (2), 55-62.
   Google Scholar
• Maxham, James G., III, and Richard G. Netermeyer (2002), "A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts," Journal of Marketing, 66 (October), 57-71.
   Google Scholar
• McEachern, William A. (2000), "U.S. Productivity and Growth," in Economics: A Contemporary Introduction, 5th ed., Cincinnati, OH: Southwestern College Publishing, Thomson Learning, 111-133.
   Google Scholar
• McGrath, Mary Ann, and Cele Otnes (1995), "Unacquainted Influencers: When Strangers Interact in the Retail Setting," Journal of Business Research, 32 (3), 261-272.
   Google Scholar
• McLaughlin, Curtis P., and Sydney Coffey (1990), "Measuring Productivity in Services," International Journal of Service Industry Management, 1 (1), 46-64.
   Google Scholar
• Meuter, Matthew L., and Mary Jo Bitner (1998), "Self-Service Technologies: Extending Service Frameworks and Identifying Issues for Research," in Marketing Theory and Applications Dhruv Grewal and Connie Pechmann, eds., Chicago: American Marketing Association, 12-19.
   Google Scholar
• Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner (2000), "Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters," Journal of Marketing, 64 (3), 50-64.
   Google Scholar
• Mick, David Glen, and Susan Fournier (1998), "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research, 25 (September), 123-143.
   Google Scholar
• Mohr, Lois A., and Mary Jo Bitner (1995), "The Role of Employee Effort in Satisfaction with Service Transactions," Journal of Business Research, 32 (3), 239-252.
   Google Scholar
• Nachum, Lilach (1999a), "Measurement of Productivity of Professional Services: An Illustration on Swedish Management Consulting Firms," International Journal of Operations & Production Management, 19 (9), 922-949.
   Google Scholar
• Nachum, Lilach (1999b), "The Productivity of Intangible Factors of Production," Journal of Service Research, 2 (2), 123-137.
   Google Scholar
• Ojasalo, Katri (1999), Conceptualizing Productivity in Services, Helsinki: Swedish School of Economics and Business Administration.
   Google Scholar
• Oliver, Richard L., and John E. Swan (1989), "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach," Journal of Marketing, 53 (April), 21-35.
   Google Scholar
• Parasuraman, A. (1996), "Understanding and Leveraging the Role of Customer Service in External, Interactive, and Internal Marketing," paper presented at the 1996 Frontiers in Service Conference, Nashville, TN.
   Google Scholar
• Parasuraman, A. (2000), "Technology Readiness Index (TRI): A Multiple-Item Scale to Measure Readiness to Embrace New Technologies," Journal of Service Research, 2 (May), 307-320.
   Google Scholar
• Parasuraman, A. (2002), "Service Quality and Productivity: A Synergistic Perspective," Managing Service Quality, 12 (1), 6-9.
   Google Scholar
• Putrevu, Sanjay, and Kenneth R. Lord (2001), "Search Dimensions, Patterns and Segment Profiles of Grocery Shoppers," Journal Retailing and Consumer Services, 8 (3), 127-137.
   Google Scholar
• Quinn, James Brian, and Martin N. Baily (1994), "Information Technology: The Key to Service Performance," Brookings Review, 12 (3), 36-42.
   Google Scholar
• Rathmell, John M. (1966), "What Is Meant by Services?" Journal of Marketing, 30 (4), 32-36.
   Google Scholar
• Reda, Susan (2000), "In-Store Interactive Systems Take on Major Role in Drawing Technology-Savvy Customers," Stores, 82, 5 (May), 44-46.
   Google Scholar
• Reynolds, Kristy E., and Sharon E. Beatty (1999), "A Relationship Customer Typology," Journal of Retailing, 75 (4), 509-523.
   Google Scholar
• RIS/Gartner (2003), "Where Retailers Are Advancing In: POS Systems," 13th Annual Retail Technology Study: A Supplement to RIS News, Randolph, NJ: Edgell Communications.
   Google Scholar
• Rodie, Amy Risch, and Susan Schultz Kleine (2000), "Customer Participation in Service Production and Delivery," in Handbook of Services Marketing and Management Teresa A. Swartz and Dawn Iacobucci, eds., Thousand Oaks, CA: Sage, 111-126.
   Google Scholar
• Savery, Lawson K. (1996), "Productivity Improvement: A Working Person's View," Journal of Management Development, 15 (7), 16-26.
   Google Scholar
• Schatz, Elizabeth (2003), "Scan-It-Yourself Checkout Lines," Wall Street Journal (March 4), D2.
   Google Scholar
• Schiffman, Leon G., and Leslie Lazar Kanuk (2000), Consumer Behavior, 7th ed., Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• Seiders, Kathleen, and Leonard L. Berry (1998), "Service Fairness: What It Is and Why It Matters," Academy of Management Executive, 12 (2), 8-20.
   Google Scholar
• Seiders, Kathleen, Leonard L. Berry and Larry G. Gresham (2000), "Attention, Retailers! How Convenient Is Your Convenience Strategy?" Sloan Management Review, 49 (3), 79-89.
   Google Scholar
• Sheth, Jagdish N., and Rajendra S. Sisodia (2002), "Marketing Productivity: Issues and Analysis," Journal of Business Research, 55 (5), 349-362.
   Google Scholar
• Sink, D. Scott (1985), Productivity Management: Planning, Measurement and Evaluation, Control and Improvement, New York: John Wiley & Sons.
   Google Scholar
• Spector, Robert, and Patrick D. McCarthy (1995), The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, Seattle: John Wiley & Sons.
   Google Scholar
• Vuorinen, Ismo, Raija Jarvinen, and Uolevi Lehtinen (1998), "Content and Measurement of Productivity in the Service Sector: A Conceptual Analysis with an Illustrative Case from the Insurance Business," International Journal of Service Industry Management, 9 (4), 377-396.
   Google Scholar
• Walley, Paul, and Viresh Amin (1994), "Automation in a Customer Contact Environment," International Journal of Operations and Production Management, 14 (5), 86-100.
   Google Scholar
• Wikstrom, Solveig (1996), "The Customer as Co-Producer," European Journal of Marketing, 30 (4), 6-20.
   Google Scholar
• Xue, Mei, and Patrick T. Harker (2002), "Customer Efficiency: Concept and Its Impact on E-Business Management," Journal of Service Research, 4 (4), 253-267.
   Google Scholar
• Zeithaml, Valarie A., and Mary Jo Bitner (1996), Services Marketing, New York: McGraw-Hill.
   Google Scholar
• Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), "The Behavioral Consequences of Service Quality," Journal of Marketing, 60 (April), 31-46.
   Google Scholar