ON THE RELATIONSHIP BETWEEN CUSTOMER PARTICIPATION AND SATISFACTION -2 FRAMEWORKS

Presents a programme of research from which a typology of service cust omers' quality assurance behaviours was developed. The typology's four behaviours define the broad range of service customers' participation in service quality assurance. Examines the relationship between these behaviours and satisfaction. Presents an initial conceptualization of a service customer's value chain constructed from these behaviours. P rovides implications for services marketing, human resource management and service operations. In sum, the two conceptual frameworks present ed in this research add to researchers' and practitioners' understandi ng of how customer participation in service delivery is related to sat isfaction.