Motivating the Client/Employee System as a Service Production Strategy
提出将客户视为“部分员工”，通过扩展传统激励概念来提升服务组织的生产力，对服务管理者控制成本有参考价值。
Productivity improvement in service organizations is of major concern to managers as one way of countering escalating costs. In service organizations in which the client/customer is directly involved in the production function, improved performance can be secured by viewing the client/customer as a "partial" employee. This proposition in turn leads to the suggestion that productivity gains can be realized for services by expanding conventional motivation concepts to include the client/customer.