William E. Youngdahl

TL;DR: The desirability of transferring manufacturing logic and practices to service operations, strongly advocated by Levitt (1972; 1976) in two classic Harvard Business Review articles two decades ago, is now commonly challenged by both service researchers and practitioners.

TL;DR: In this paper, a typology of service customers' quality assurance behaviours was developed and a conceptualization of a service customer's value chain constructed from these behaviours was presented, providing implications for services marketing, human resource management and service operations.

TL;DR: In this article, the authors present two complementary conceptual models that help shed light on the complexities of offshoring service and knowledge work, and identify the inherent challenges that such strategies entail.

TL;DR: In this paper, customers engage in quality assurance behaviors in attempts to increase their satisfaction and to recover from service failures, and the non-monetary costs incurred by customers who engage in these behaviors represent largely overlooked costs of quality that can and should be factored into service design and management.

TL;DR: In this article, the authors identify and describe service design and operational factors relevant to volunteer satisfaction in not-for-profit organizations, and explore the elements of service delivery that impact volunteer satisfaction.