Customer Participation in Service Delivery

Customer Engagement Service Delivery Introduction Service delivery is an interactive dynamic process involving service organizations, service providers, and customer participation. According to Lovelock and Young (1979), customer engagement can improve organization productivity and efficiency and improve service performance. The principle behind this concept is that customers can perform some of the employee's current functions, thereby reducing the workload perceived by the service provider.

Researchers have studied factors that customers participate in service offerings and promote service delivery. Service provider contacts must be minimal. Otherwise it may not be considered SST. When a case occurs with a customer or provider participating in service production, customer engagement is promoted by factors completely different from those driving self-service (Bettencourt, 1997). Bateson examined self-service consumers and discovered that they believe that these options provide effective and control (Bateson, 1985). They also discovered that consumers avoiding self-service believe that this involves tremendous effort, time, and risk. Other researchers suggest that consumers who like self-service will feel better management and higher quality of service (Dabholkar, 1996). In addition, they found that the need for interacting with service employees varies from customer to client (Dabholkar, 1996).

Service delivery includes the process of providing the product between the product service and the customer (Lovelock & Wirtz 2004). During the provision of the service, the customer evaluates the quality of the service it receives and judges whether the service meets expectations. Secret Sanctuary is a restaurant serving Western food. Due to their restaurant service, they do not offer drink service and self-service from the bar counter. However, they provide food delivery service at customer's seat. In addition, they also prepare books at bar counters where customers can record their feelings about secret sanctuaries and leave contact numbers so that they can tell them to participate in the event Did.

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