Department of Marketing, University of Kentucky

Kelley, Scott W., James H. Donnelly, and Steven J. Skinner. "Customer Participation in Service Production and Delivery." Journal of Retailing, 66 (Fall 1990):315-335.

Abstract:

This paper proposes a conceptual framework of service quality, which considers the participation and the role of customer in service encounter as partial employee to the service organization. The authors extended the framework of Gronooss (1983) with two additional components to service quality: customer technical quality and customer functional quality. The process of organizational socialization is suggested as a means for service organization to influence their customers to learn their expected and perceived roles associated with the encounter and to contribute proper customer technical quality and customer functional quality in service production and delivery process (behavioral outcome of organizational socialization). Affective socialization outcomes include: organizational climate, motivational effort and direction, organizational commitment and satisfaction. A service classification scheme (refer to figure below) is proposed based on the nature of the service act and the degree of customization in the service delivery. Six types of service, which require different combination of input of technical and functional quality from employee and customer, are identified.

Publication List:

Title: Reframing the mind of the banker: The changing skill set and skill mix for effective leadership
Author: Donnelly-James-H-Jr
Source: International-Journal-of-Bank-Marketing. 1994; v12n8, pp. 12-16

 Title: Organizational Socialization of Service Customers
Author: Kelley-Scott-W; Skinner-Steven-J; Donnelly-James-H Jr.
Source: Journal-of-Business-Research. Nov 1992; v25n3, pp. 197-214

Title: Managing Mergers and Other Changes
Author: Donnelly-James-H
Source: Bank-Marketing. Sep 1992; v24n9, pp. 38-39

Title: The People Who Write the Ads Don't Have to Meet the Customers
Author: Donnelly-James-H Jr.
Source: Bank-Marketing. Dec 1991; v23n12, pp. 38-39

Title: Six Ss for New Product Success
Author: Donnelly-James-H Jr.
Source: Bank-Marketing. May 1991; v23n5, pp. 36-37

Title: Customers Cannot Be Satisfied Until After They Are Not Dissatisfied
Author: Donnelly-James-H Jr.
Source: Bank-Marketing. Jan 1991; v23n1, pp. 40-41

TITLE: Customer participation in service production and delivery.
AUTHOR: Kelley,-Scott-W.; Donnelly,-James-H.; Skinner,-Steven-J.
SOURCE: Journal-of-Retailing. 1990 Fal; Vol 66(3): 315-335

Title: Somewhere Between Failure and Survival: Here's What Determines Where Your Bank Stands Today
Author: Donnelly-James-H Jr.
Source: Bank-Marketing. May 1990; v22n5, pp. 54-55

 Title: Competing When You're Not Number One
Author: Donnelly-James-H Jr.
Source: Bank-Marketing. Feb 1990; v22n2, pp. 36-37

Title: The Behaviors of Effective Bank Managers
Author: Donnelly-James-H Jr.; Gibson-James-L; Skinner-Steven-J
Source: Journal-of-Retail-Banking. Winter 1988; v10n4, pp. 29-37

Title: Effects of Transactional Form on Environmental Linkages and Power-Dependence Relations
Author: Skinner-Steven-J; Donnelly-James-H Jr.; Ivancevich-John-M
Source: Academy-of-Management-Journal. Sep 1987; v30n3, pp. 577-588

 Title: A Banker's Guide to Managing Change Through Organizational Development
Author: Gibson-James-L; Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Summer 1987; v9n2, pp. 5-15

 Title: Integrating Organizational Structure and Strategy: Achieving a Market-Oriented Financial Institution
Author: Gibson-James-L; Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Fall 1985; v7n3, pp. 13-22

 Title: The Marketing/Retail Banking Partnership: An Evolutionary Perspective
Author: Thompson-Thomas-W; Berry-Leonard-L; Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Summer 1985; v7n2, pp. 9-22

 Title: The Use of Social Bases of Power in Retail Sales
Author: Skinner-Steven-J; Dubinsky-Alan-J; Donnelly-James-H Jr.
Source: Journal-of-Personal-Selling-and-Sales-Management. Nov 1984; v4n2, pp. 48-56

Title: Marketing's Emergence in the New Banking Environment
Author: Landon-E-Laird Jr.; Donnelly-James-H Jr.
Source: International-Journal-of-Bank-Marketing. 1983; v1n1, pp. 3-14

Title: The Use of Product Portfolio Analysis in Bank Marketing Planning
Author: Guiltinan-Joseph-P; Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Spring 1983; v5n1, pp. 15-24

 Title: Retail Banking in the Maturity Era
Author: Guiltinan-Joseph-P; Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Mar 1982; v4n1, pp. 35-40

 Title: Intangibility and Marketing Strategy for Retail Bank Services
Author: Donnelly-James-H Jr.
Source: Journal-of-Retail-Banking. Jun 1980; v2n2, 39-43

 Title: Service Delivery Strategies in the 1980s ?Academic Perspectives
Author: Donnelly, James H., Jr.,
Editor: Berry, Leonard L.; Donnelly, James H., Jr.

Publication Title: Financial Institution Marketing Strategies in the 1980s
Publication Year: 1980
Publisher: Consumer Bankers Association

Title: The unsold prospect: Dyadic and attitudinal determinants
Author: Riordan-Edward-A; Oliver-Richard-L; Donnelly-James-H Jr.
Source: Journal-of-Marketing-Research. November 1977; v14n4, 530-537

 Title: Retail Store Performance And Job Satisfaction - A Study Of Anxiety-Stress And Propensity To Leave Among Retail Employees
Author: Donnelly-James-H Jr.; Etzel-Michael-J
Source: Journal-Of-Retailing. Summer 1977; V53 N2, 23-28

 TITLE: Social Character And Consumer Innovativeness.
Author: Etzel,-Michael-J.; Donnelly,-James-H.; Ivancevich,-John-M.
Source: Journal-of-Social-Psychology. 1976 Oct; Vol 100(1): 153-154

 TITLE: Relation of organizational structure to job satisfaction, anxiety-stress, and performance.
Author: Ivancevich,-John-M.; Donnelly,-James-H.
Source: Administrative-Science-Quarterly. 1975 Jun; Vol 20(2): 272-280

 Title: Role Clarity And The Salesman.
Author: Donnelly,-James-H.; Ivancevich,-John-M.
Source: Journal-of-Marketing. 1975 Jan; Vol 39(1): 71-74

 Title: Attempting To Operationalize Product Newness: A Reply To Ostlund And Tellefsen.
Author: Donnelly,-James-H.; Etzel,-Michael-J.
Source: Journal-of-Applied-Psychology. 1974 Dec; Vol 59(6): 761-763

 Title: A Methodology For Identifying Innovator Characteristics of New Brand Purchasers
Author: Donnelly-James-H; Ivancevich-John-M
Source: Journal-of-Marketing-Research. Aug. 1974; V 11 N 3, 331-334

Title: A Study of Role Clarity and Need for Clarity For Three Occupational Groups.
Author: Ivancevich,-John-M.; Donnelly,-James-H.
Source: Academy-of-Management-Journal. 1974 Mar; Vol 17(1): 28-36

 Title: Degrees Of Product Newness And Early Trial.
Author: Donnelly,-James-H.; Etzel,-Michael-J.
Source: Journal-of-Marketing-Research. 1973 Aug; Vol. 10(3): 295-300

 Title: The Relationship Between Consumers' Category Width and Trial of New Products.
Author: Donnelly,-James-H.; Etzel,-Michael-J.; Roeth,-Scott
Source: Journal-of-Applied-Psychology. 1973 Jun; Vol. 57(3): 335-338

 Title: Consumer Perceptions of Alternative Retail Credit Plans
Author: Etzel-Michael-J; Donnelly-James-H Jr.
Source: Journal-of-Retailing. Sum 72; Vol 48 No 2, 67-73

Title: Job Offer Acceptance Behavior and Reinforcement.
Author: Ivancevich,-John-M.; Donnelly,-James-H.
Source: Journal-of-Applied-Psychology. 1971 Apr; Vol. 55(2): 119-122

 Title: Leader Influence and Performance.
Author: Ivancevich,-John-M.; Donnelly,-James-H.
Source: Personnel-Psychology. 1970 Win; Vol. 23(4): 539-549

 Title: Selected Practices and Problems Of United States 'International' Advertising Agencies
Author(S): Ryans,-John-K., Jr.; Donnelly,-James-H., Jr.
Source: University-of-Washington-Business-Review; 30(1), Autumn 1970, Pages 43-55.

 Title: Study Of Consumer Political Orientations And Store Patronage.
Author: Shimp,-Terance-A.; Donnelly,-James-H.; Ivancevich,-John-M.
Source: Journal-of-Applied-Psychology. 1970 Oct; Vol. 54(5): 470-472

 Title: Post-Purchase Reinforcement And Back-Out Behavior
Author(S): Donnelly,-James-H., Jr.; Ivancevich,-John-M.
Source: Journal-of-Marketing-Research; 7(3), Aug. 1970, Pages 399-400.

 Title: Attitudes Toward Culture And Approach To International Advertising
Author: Donnelly,-James-H., Jr.
Source : Journal-Of-Marketing; 34(3), July 1970, Pages 60-63.

 Title: A Study Of The Impact Of Management By Objectives On Perceived Need Satisfaction.
Author: Ivancevich,-John-M.; Donnelly,-James-H.; Lyon,-Herbert-L.
Source: Personnel-Psychology. 1970 Sum; Vol. 23(2): 139-151

 Title: Social Character And Acceptance Of New Products
Author(S): Donnelly,-James-H., Jr.
Source: Journal-Of-Marketing-Research; 7(1), Feb. 1970, Pages 111-13.

 Title: The Role Of Culture In Organizing Overseas Operations: The Advertising Experience
Author(S): Donnelly,-James-H., Jr.; Ryans,-John-K., Jr.
Source: University-Of-Washington-Business-Review; 29(1), Autumn 1969, Pages 35-41.

 Title: Cross-Cultural Communications Theory: Implications For International Advertising
Author(S): Donnelly,-James-H., Jr.
Source: University-Of-Washington-Business-Review; 28(3), Spring 1969, Pages 52-58.

 Title: Job Satisfaction Research: A Manageable Guide For Practitioners.
Author: Ivancevich,-John-M.; Donnelly,-James-H.
Source: Personnel-Journal. 1968; 47(3): 172-177