Management Sciences and Quantitative Methods Commons^™

Essays On Customer Training And Education In Service Design, Uzay Damali

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Customers who can effectively perform the tasks necessary in their service participation, and who are motivated to perform these tasks, experience improved satisfaction and service quality. In order to ensure customers have adequate skills and motivation, service designs incorporate practices which train and educate them. The goal of this research was to investigate how customers can effectively be trained and educated so that they can perform their service tasks. Based on various theories used in the field of management, we developed several research models to investigate this issue. These models were tested through survey data collected from adult patients with …