20.500.12556/DKUM-69173 Managing customer participation and customer interactions in service delivery the case of museums and educational services Sodelovanje uporabnikov in interakcija z uporabniki pri zagotavljanju storitev primer muzejev in izobraževalnih storitev Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI. Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions. Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement. Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role. Namen: Članek raziskuje determinante kvalitete uporabnikovega dojemanja storitev v procesih, ki vključujejo sodelovanje in interakcijo med uporabniki. Izhajajoč iz že znanih večdimenzionalnih pristopov k kvaliteti storitev, članek raziskuje relevantne vidike kvalitete povezane s sodelovanjem in interakcijo med uporabniki. Metodologija/pristop: Spremljali smo skupine zaposlenih in uporabnikov v vodilni organizaciji, ki nudi izobraževalne in raziskovalne storitve. Organizacija nudi širok spekter storitev, ki zahtevajo zelo različne ravni sodelovanja uporabnikov in sodelovanja med uporabniki. Ugotovitve: V študiji smo razlikovali tri dimenzije kvalitete storitev: (1) dimenzijo neposredno povezano s storitvijo ponudnika, (2) dimenzijo povezano s sodelovanjem uporabnika v aktivnostih storitve in (3) dimenzijo povezano z interakcijo med uporabniki. Članek prispeva k literaturi o kvaliteti storitev, tako, da identificira nove dimenzije, ki vplivajo na kvaliteto storitev v okolju kjer uporabnik aktivno sodeluje. Originalnost: Ponudniki storitev so razvili zelo različne procese ponudbe storitev, pogosto tako, da so povabili uporabnike, da prevzamejo aktivno vlogo v oblikovanju storitve. Pogosto tudi uporabniki sodelujejo med seboj. Članek spodbuja debato o ogrodjih kvalitete storitev, in informira načrtovalce in managerje storitev kje je sodelovanje uporabnikov in sodelovanje med uporabniki ključnega pomena. service quality customer participation customer-to customer interaction kulturne ustanove muzeji muzejske zbirke izobraževanje storitve kvaliteta uporabniki true true true Angleški jezik Slovenski jezik Znanstveno delo 2017-12-04 12:27:12 2017-12-04 12:28:20 2022-08-01 16:58:57 2019-07-11 17:23:24 2014 0 0 str. 166-176 št. 3 Letn. 47 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1318-5454 351.85:069.5 610909 283321856 10.2478/orga-2014-0015 1318-5454 URN:SI:UM:DK:OCQMMZTQ Organizacija_2014_Amorim,_Rosa,_Santos_Managing_Customer_Participation_and_Customer_Interactions_in_Service_Delivery_the_Case_of_Museums.pdf Organizacija_2014_Amorim,_Rosa,_Santos_Managing_Customer_Participation_and_Customer_Interactions_in_Service_Delivery_the_Case_of_Museums.pdf 1 6E5CF1D6A3EEF792A472BD89E995434A 62cb2cd75ce77658a84810c5e01f476caf8cbd574e171322d4033e8ade103c8c 8c1198d6-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/e36b9a49-d8f8-4725-914a-4edd859ed0e9 https://dk.um.si/Dokument.php?lang=slv&id=120784 http://www.degruyter.com/view/j/orga.2014.47.issue-3/orga-2014-0015/orga-2014-0015.xml 1 https://dk.um.si/Dokument.php?lang=slv&id=120785 Fakulteta za organizacijske vede Organizacija 0 0 0