Are your customers good enough for your service business?

  • Bateson J
  • 33


    Mendeley users who have this article in their library.
  • 36


    Citations of this article.


Services businesses have the unique characteristic that their efficiency is at least partially driven by the performance of their consumers, who are active participants in the production process. Not only that, but consumer performance also drives satisfaction. This article draws on cognitive psychology to suggest that script theory can unify the needs of the service organization and the customer. This consumer-behavior perspective is used to define the key tasks for managing consumer performance. When

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document


  • John Bateson

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free