IDEAS home Printed from https://ideas.repec.org/a/eee/bushor/v52y2009i4p367-376.html
   My bibliography  Save this article

Process completeness: Strategies for aligning service systems with customers' service needs

Author

Listed:
  • Piccoli, Gabriele
  • Brohman, M. Kathryn
  • Watson, Richard T.
  • Parasuraman, A.

Abstract

Increasingly, customers are expecting more and better service. As such, enterprises need guidelines and frameworks for addressing these expanding requirements. The concept of process completeness helps us to consider service from the customer's viewpoint; arguably, the only perspective to take. Process completeness is achieved when a firm's service delivery system matches the typical customer's breadth of expectations. While customers think in sets of services (e.g., I need a flight, a hotel, airport parking, wireless Internet), firms think in terms of single services (e.g., we can provide a flight). There are four basic service systems: (1) transaction--execute a basic request and nothing else, (2) process--handling all firm-related service requests through one touch point, (3) alliance--handling service requests through a single touch point via stitching together a static firm-selected alliance of service partners, and (4) agility--handling service requests through a single touch point via stitching together a dynamic customer-selected alliance of service partners. In addition to exploring the four service systems, this article guides executives regarding the selection and implementation of the appropriate service strategy that meets their typical customer's process completeness expectations.

Suggested Citation

  • Piccoli, Gabriele & Brohman, M. Kathryn & Watson, Richard T. & Parasuraman, A., 2009. "Process completeness: Strategies for aligning service systems with customers' service needs," Business Horizons, Elsevier, vol. 52(4), pages 367-376, July.
    • Handle: RePEc:eee:bushor:v:52:y:2009:i:4:p:367-376
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0007-6813(09)00031-7
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Adam M. Brandenburger & Harborne W. Stuart, 1996. "Value‐based Business Strategy," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 5(1), pages 5-24, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
    2. Lara Stocchi & Naser Pourazad & Nina Michaelidou & Arry Tanusondjaja & Paul Harrigan, 2022. "Marketing research on Mobile apps: past, present and future," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 195-225, March.
    3. Plangger, Kirk & Watson, Richard T., 2015. "Balancing customer privacy, secrets, and surveillance: Insights and management," Business Horizons, Elsevier, vol. 58(6), pages 625-633.
    4. Chih-Chin Liang & Ngoc Ly Nguyen, 2018. "Marketing strategy of internet-banking service based on perceptions of service quality in Vietnam," Electronic Commerce Research, Springer, vol. 18(3), pages 629-646, September.
    5. Göbl, Martin & Klaus, Markus, 2014. "Bridging the Service Gap - Business Process Redesign & Information Technology as Multidimensional Success Driver for Logistics Service Providers," Journal of Applied Leadership and Management, Hochschule Kempten - University of Applied Sciences, Professional School of Business & Technology, vol. 3, pages 104-124.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zemsky, Peter & Adner, Ron, 2003. "Disruptive Technologies and the Emergence of Competition," CEPR Discussion Papers 3994, C.E.P.R. Discussion Papers.
    2. Mohamed Ali Khaldi, 2016. "Mesure opérationnelle de la valeur partenariale et sa répartition," Post-Print hal-01900615, HAL.
    3. Christoph Grimpe & Katrin Hussinger & Wolfgang Sofka, 2023. "Reaching beyond the acquirer-Target Dyad in M&A – Linkages to External knowledge sources and target firm valuation," DEM Discussion Paper Series 23-01, Department of Economics at the University of Luxembourg.
    4. Prosman, Ernst Johannes & Cagliano, Raffaella, 2022. "A contingency perspective on manufacturing configurations for the circular economy: Insights from successful start-ups," International Journal of Production Economics, Elsevier, vol. 249(C).
    5. Jeon, Doh-Shin & Menicucci, Domenico, 2009. "Bundling and Competition for Slots: On the Portfolio Effects of Bundling," IDEI Working Papers 574, Institut d'Économie Industrielle (IDEI), Toulouse, revised Jul 2011.
    6. Michael Carney, 2005. "Corporate Governance and Competitive Advantage in Family–Controlled Firms," Entrepreneurship Theory and Practice, , vol. 29(3), pages 249-265, May.
    7. Cinzia Battistella & Gianluca Murgia & Fabio Nonino, 2021. "Free-driven web-based business models," Electronic Commerce Research, Springer, vol. 21(2), pages 445-486, June.
    8. Luciana Aparecida Barbieri da Rosa & Clandia Maffini Gomes & Waleska Campos & Carolina Rodrigues & Tais Pentiado Godoy & Jordana Marques Kneipp, 2022. "Influencing Factors of The Innovation Power in the Adoption of Sustainability Strategies," Sustainability, MDPI, vol. 14(19), pages 1-15, October.
    9. Harborne W. Stuart, 2016. "Value Gaps and Profitability," Strategy Science, INFORMS, vol. 1(1), pages 56-70, March.
    10. David Gaddis Ross, 2012. "On Evaluation Costs in Strategic Factor Markets: The Implications for Competition and Organizational Design," Management Science, INFORMS, vol. 58(4), pages 791-804, April.
    11. Victor M. Bennett & Robert Seamans & Feng Zhu, 2015. "Cannibalization and option value effects of secondary markets: Evidence from the US concert industry," Strategic Management Journal, Wiley Blackwell, vol. 36(11), pages 1599-1614, November.
    12. Palash Deb & Parthiban David & Jonathan O'Brien, 2017. "When is cash good or bad for firm performance?," Strategic Management Journal, Wiley Blackwell, vol. 38(2), pages 436-454, February.
    13. Kirui Damaris & Margaret Oloko, 2014. "The Classroom Situation: Improving Study Habits of Secondary School Students in Zimbabwe," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 3(12), pages 880-885.
    14. Anoop R. Menon & Dennis A. Yao, 2017. "Elevating Repositioning Costs: Strategy Dynamics and Competitive Interactions," Strategic Management Journal, Wiley Blackwell, vol. 38(10), pages 1953-1963, October.
    15. David Besanko & Sachin Gupta & Dipak Jain, 1998. "Logit Demand Estimation Under Competitive Pricing Behavior: An Equilibrium Framework," Management Science, INFORMS, vol. 44(11-Part-1), pages 1533-1547, November.
    16. Nicolai J. Foss, 2002. "The Strategy and Transaction Cost Nexus Past Debates, Central Questions, and Future Research Possibilities," DRUID Working Papers 02-04, DRUID, Copenhagen Business School, Department of Industrial Economics and Strategy/Aalborg University, Department of Business Studies.
    17. Costa Climent, Ricardo & Haftor, Darek M., 2021. "Business model theory-based prediction of digital technology use: An empirical assessment," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    18. Boguslawa Bek-Gaik & Anna Surowiec, 2022. "The Quality of Business Model Disclosure in Integrated Reporting: Evidence from Poland," European Research Studies Journal, European Research Studies Journal, vol. 0(1), pages 3-26.
    19. Zbysław Dobrowolski & Łukasz Sułkowski, 2021. "Business Model Canvas and Energy Enterprises," Energies, MDPI, vol. 14(21), pages 1-10, November.
    20. Victor Manuel Bennett, 2013. "Organization and Bargaining: Sales Process Choice at Auto Dealerships," Management Science, INFORMS, vol. 59(9), pages 2003-2018, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:bushor:v:52:y:2009:i:4:p:367-376. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/bushor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.