search query: @indexterm CLIENTS / total: 219
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| Author: | Mills, P. K. Morris, J. H. |
| Title: | Clients as "partial" employees of service organizations: Role development in client participation. (!SERVICE CREATION) |
| Journal: | Academy of Management Review
1986 : OCT, VOL. 11:4, p. 726-735 |
| Index terms: | NEW PRODUCTS SERVICE INDUSTRIES CLIENTS PARTICIPATION ROLES EMPLOYEES |
| Language: | eng |
| Abstract: | One of the striking features of postindustrial society is the prevalence of service organizations. Clients of service organizations have important roles to perform in creating services and they are active participants. Clients are viewed as "partial" employees. A model of client involvement stages is proposed. Role definition and control for clients in complex service creation are discussed. Attention to issue that emerge from this discussion is encouraged. |
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