Customer Participation in Service Production and Delivery System
Authors
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Library and Documentation, ISRO Satellite Centre, Bangalore 560 017
M. S. Sridhar
DOI:
https://doi.org/10.17821/srels/1998/v35i3/48674Keywords:
Service Management, User Interface, Customer Participation, Service Production, Service Delivery System.Abstract
Highlights significance of designing service delivery system, explains the integral role of customer in service production process, stresses the importance of customer-organisation interface, lists important ingredients of service package to be considered while designing customer interface, enumerates various dimensions of customer interface which can be positively made use of in design of service production and delivery system, discusses various ways and means of inducing and enhancing customer participation in service production and delivery system, emphasises the primacy of customer satisfaction in the evaluation of service organisation and finally concludes by pointing out the lopsided emphasis of librarianship on people-equipment dimension of customer-interface that too in terms of application software only.
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Published
1998-01-03
How to Cite
Sridhar, M. S. (1998). Customer Participation in Service Production and Delivery System. Journal of Information and Knowledge, 35(3), 157–163. https://doi.org/10.17821/srels/1998/v35i3/48674
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All the articles published in Journal of Information and Knowledge are held by the Publisher. Sarada Ranganathan Endowment for Library Science (SRELS), as a publisher requires its authors to transfer the copyright prior to publication. This will permit SRELS to reproduce, publish, distribute and archive the article in print and electronic form and also to defend against any improper use of the article.
Received 2014-05-16
Accepted 2014-05-16
Published 1998-01-03
Accepted 2014-05-16
Published 1998-01-03
