{"id":"https://openalex.org/W1759319367","doi":"https://doi.org/10.1504/ijqrs.2015.069781","title":"Customer participation in services: a framework for process design","display_name":"Customer participation in services: a framework for process design","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W1759319367","doi":"https://doi.org/10.1504/ijqrs.2015.069781","mag":"1759319367"},"language":"en","primary_location":{"id":"doi:10.1504/ijqrs.2015.069781","doi":"https://doi.org/10.1504/ijqrs.2015.069781","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijqrs.2015.069781","pdf_url":null,"source":{"id":"https://openalex.org/S4210187281","display_name":"International Journal of Qualitative Research in Services","issn_l":"2051-0500","issn":["2051-0500","2051-0519"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Qualitative Research in Services","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100777245","display_name":"Marlene Paula Castro Amorim","orcid":"https://orcid.org/0000-0002-0901-0614","observed_orcids":["https://orcid.org/0000-0002-0901-0614"]},"institutions":[{"id":"https://openalex.org/I60858718","display_name":"University of Aveiro","ror":"https://ror.org/00nt41z93","country_code":"PT","type":"education","lineage":["https://openalex.org/I60858718"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Marlene Amorim","raw_affiliation_strings":["University of Aveiro, Campus Universit\u00c1\u00a1rio de Santiago, 3810-193 Aveiro, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Aveiro, Campus Universit\u00c1\u00a1rio de Santiago, 3810-193 Aveiro, Portugal","institution_ids":["https://openalex.org/I60858718"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111944824","display_name":"Philip German Moscoso","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405253577","display_name":"IESE Business School","ror":"https://ror.org/00v9d4z37","country_code":"ES","type":"education","lineage":["https://openalex.org/I4405253577","https://openalex.org/I88155538"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Philip Moscoso","raw_affiliation_strings":["IESE Business School, University of Navarra, Camino del Cerro del Aguila 3, 28023 Madrid, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IESE Business School, University of Navarra, Camino del Cerro del Aguila 3, 28023 Madrid, Spain","institution_ids":["https://openalex.org/I4405253577"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016630496","display_name":"Alejandro Lago","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405253577","display_name":"IESE Business School","ror":"https://ror.org/00v9d4z37","country_code":"ES","type":"education","lineage":["https://openalex.org/I4405253577","https://openalex.org/I88155538"]},{"id":"https://openalex.org/I4405261252","display_name":"ESE Business School","ror":"https://ror.org/050mwrs16","country_code":"CL","type":"education","lineage":["https://openalex.org/I4405261252"]}],"countries":["CL","ES"],"is_corresponding":false,"raw_author_name":"Alejandro Lago","raw_affiliation_strings":["IESE Business School, University of Navarra, Avenida Pearson 21, 08034, Barcelona, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IESE Business School, University of Navarra, Avenida Pearson 21, 08034, Barcelona, Spain","institution_ids":["https://openalex.org/I4405253577","https://openalex.org/I4405261252"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.827,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.85117177,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"2","issue":"1","first_page":"47","last_page":"47"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.8690999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.8690999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.12630000710487366,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-participation","display_name":"customer participation","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-process-design","display_name":"service process design","score":0.8799999952316284},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.3970000147819519},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.5490000247955322},{"id":"https://openalex.org/keywords/design-framework","display_name":"design framework","score":0.6380000114440918},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.9229999780654907},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"operational efficiency","score":0.9639999866485596},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7089999914169312}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6388506889343262},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5862841606140137},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.503851592540741},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4990570545196533},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.49383053183555603},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.47710663080215454},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4700673520565033},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46494239568710327},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.44541385769844055},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.41824275255203247},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3585394620895386},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.26923125982284546},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijqrs.2015.069781","doi":"https://doi.org/10.1504/ijqrs.2015.069781","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijqrs.2015.069781","pdf_url":null,"source":{"id":"https://openalex.org/S4210187281","display_name":"International Journal of Qualitative Research in Services","issn_l":"2051-0500","issn":["2051-0500","2051-0519"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Qualitative Research in Services","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":64,"referenced_works":["https://openalex.org/W107548767","https://openalex.org/W645399340","https://openalex.org/W1532816059","https://openalex.org/W1567853885","https://openalex.org/W1598745299","https://openalex.org/W1602254941","https://openalex.org/W1965057745","https://openalex.org/W1969453545","https://openalex.org/W1978831529","https://openalex.org/W1979907230","https://openalex.org/W1984338173","https://openalex.org/W1987364024","https://openalex.org/W1991145397","https://openalex.org/W1993507253","https://openalex.org/W1994978625","https://openalex.org/W1997470043","https://openalex.org/W2000363496","https://openalex.org/W2002027130","https://openalex.org/W2005518724","https://openalex.org/W2016863311","https://openalex.org/W2020916311","https://openalex.org/W2021606694","https://openalex.org/W2023424179","https://openalex.org/W2026368098","https://openalex.org/W2034212418","https://openalex.org/W2035546400","https://openalex.org/W2040376969","https://openalex.org/W2044785436","https://openalex.org/W2049758189","https://openalex.org/W2055851468","https://openalex.org/W2057305875","https://openalex.org/W2060603949","https://openalex.org/W2061337042","https://openalex.org/W2070882764","https://openalex.org/W2072117561","https://openalex.org/W2077989762","https://openalex.org/W2081439573","https://openalex.org/W2082676828","https://openalex.org/W2084486980","https://openalex.org/W2086659686","https://openalex.org/W2092654392","https://openalex.org/W2093505263","https://openalex.org/W2093885671","https://openalex.org/W2096010043","https://openalex.org/W2096741258","https://openalex.org/W2096814725","https://openalex.org/W2100379340","https://openalex.org/W2101049645","https://openalex.org/W2104018553","https://openalex.org/W2113298532","https://openalex.org/W2116201926","https://openalex.org/W2116808613","https://openalex.org/W2126840412","https://openalex.org/W2135526934","https://openalex.org/W2151517224","https://openalex.org/W2163728891","https://openalex.org/W2164386399","https://openalex.org/W2169663002","https://openalex.org/W2285096695","https://openalex.org/W2333954233","https://openalex.org/W2339680942","https://openalex.org/W2626239712","https://openalex.org/W2954627247","https://openalex.org/W3007720525"],"related_works":["https://openalex.org/W2150478085","https://openalex.org/W4385391557","https://openalex.org/W1568545348","https://openalex.org/W2102966832","https://openalex.org/W1899417899","https://openalex.org/W2137972155","https://openalex.org/W1851827751","https://openalex.org/W2049269170","https://openalex.org/W2143277019","https://openalex.org/W1980462392"],"abstract_inverted_index":{"In":[0,30],"any":[1],"service":[2,26,107],"delivery":[3,27],"process":[4,28,108],"its":[5],"customers":[6,52],"participate":[7],"in":[8,67,119,125],"a":[9,35,59,106,111],"certain":[10],"way":[11],"and":[12,21,73,109],"how":[13,48],"this":[14,31],"takes":[15],"place":[16],"will":[17],"affect":[18],"the":[19,22,25,45,49,68,76,85,99,102,120,126,129],"efficiency":[20,143],"quality":[23],"of":[24,47,51,70,87,105,114,128,131],"substantially.":[29],"paper":[32,77],"we":[33],"develop":[34],"design-oriented":[36],"modelling":[37],"framework":[38,81,95],"that":[39,82],"aims":[40],"to":[41,116],"guide":[42],"managers":[43,124],"on":[44,58,63,98],"question":[46],"participation":[50,65],"can":[53],"be":[54,117],"designed":[55],"best.":[56],"Building":[57],"systematic":[60],"literature":[61],"review":[62],"customer":[64,92,135],"models":[66],"disciplines":[69],"services,":[71],"marketing":[72],"operations":[74],"management,":[75],"develops":[78],"an":[79],"integrative":[80],"helps":[83],"with":[84],"assessment":[86],"alternatives":[88],"design":[89,100,133],"options":[90],"for":[91,134,140],"participation.":[93],"The":[94],"offers":[96],"guidance":[97],"across":[101],"different":[103,141],"phases":[104],"provides":[110],"specific":[112],"set":[113],"dimensions":[115],"evaluated":[118],"design.":[121],"This":[122],"supports":[123],"examination":[127],"implications":[130],"their":[132],"value,":[136],"as":[137,139],"well":[138],"operational":[142],"attributes.":[144]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
