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首页> 外文期刊>Journal of service management >Customer participation risk management: conceptual model and managerial assessment tool
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Customer participation risk management: conceptual model and managerial assessment tool

机译：客户参与风险管理：概念模型和管理评估工具

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Purpose Customer participation (CP) has received considerable interest in the service literature as a way to improve the customer experience and reduce service providers' costs. While its benefits are not in question, there is a paucity of research on potential pitfalls. This paper provides a conceptual foundation to address this gap and develops a comprehensive model of the risks of customer participation in service delivery, integrating research from the marketing, operations and supply chain management, strategy, and information technology fields. Design/methodology/approach The model is derived deductively by integrating insights from research in marketing, operations and supply chain management, strategy, and information technology. Findings This paper identifies three categories of potential risks of CP (i.e. market, operational, and service network) and discusses ways that firms can mitigate these risks. Building on the model, it develops a CP risk assessment tool that managers can use when evaluating increases in CP. Originality/value This is the first attempt to conceptually define customer participation risk and develop a comprehensive model of its drivers and strategies to mitigate it. This paper develops a straightforward method for managers to evaluate CP risk.
机译：目的客户参与（CP）已获得对服务文献的相当兴趣，作为提高客户体验并降低服务提供商的成本的一种方式。虽然其福利并非有问题，但缺乏对潜在陷阱的研究。本文为解决这一差距提供了一个概念基础，并制定了一项全面的客户参与服务交付风险模式，融合了营销，运营和供应链管理，战略和信息技术领域的研究。设计/方法/方法通过将营销，运营和供应链管理，战略和信息技术研究的洞察集成了洞察力来推导模型。调查结果本文识别CP（即市场，运营和服务网络）的三类潜在风险，并讨论了公司可以减轻这些风险的方式。在模型上构建，它开发了CP风险评估工具，该工具可以在评估CP的增加时使用。原创性/价值这是第一次尝试概念上定义客户参与风险，并制定其司机和策略的全面模型，以减轻它。本文开发了管理人员评估CP风险的直接方法。

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