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Implications of customer participation in outsourcing non-core services to third parties

机译：客户参与向第三方外包非核心服务的影响

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Purpose Focal service providers increasingly involve customers in the decision-making about outsourcing parts of the service delivery process to third parties. The present study investigates how customers' outsourcing decisions affect the formation of the waiting experience with the focal service provider, by which the objective waiting time, environmental quality and interactional quality act as focal drivers. Design/methodology/approach To test our hypotheses in the context of cancer care, we gathered process data and experience data by means of a patient observation template (n = 640) and a patient survey (n = 487). The combined data (n = 377) were analyzed using Bayesian models. Findings This study shows that opting for a service triad (i.e. outsourcing non-core services to a third party) deduces customers' attention away from the objective waiting time with the focal service provider but not from the environmental and interactional quality offered by the focal service provider. When the type of service triad coordination is considered, we observe similar effects for a focal service provider-coordinated service triad while in a customer-coordinated service triad the interactional quality is the sole experience driver of waiting experiences that remains significant. Originality/value By investigating the implications of customer participation in the decision-making about outsourcing parts of the service delivery process to third parties, this research contributes to the service design, service triad and service operations literature. Specifically, this study shows that customer outsourcing decisions impact waiting experience formation with the focal service provider.
机译：目的焦点服务提供商越来越多地涉及客户在决策中关于将服务交付过程的外包部分外包给第三方。本研究调查了客户的外包决策如何影响与焦点服务提供商的等待经验的形成，其中目标等候时间，环境质量和互动质量作为局灶权驱动因素。在癌症护理的背景下测试我们假设的设计/方法/方法，我们通过患者观察模板（n = 640）和患者调查（n = 487）收集过程数据并经历数据。使用贝叶斯模型分析组合数据（n = 377）。调查结果这项研究表明，选择服务三合会（即将非核心服务向第三方外包）推断客户的注意力与焦点服务提供商的客观等待时间，但不是来自焦点服务所提供的环境和互动质量提供者。当考虑服务三合会协调的类型时，我们在客户协调的服务TRIAD中遵守焦点服务提供商协调的服务三合会的类似效果是互动质量是等待体验的唯一体验驱动程序。原创性/价值通过调查客户参与对第三方服务交付过程的外包部分的决策决策的影响，这项研究有助于服务设计，服务三合会和服务运营文献。具体而言，本研究表明，客户外包决策与焦点服务提供商影响了等待体验形成。

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