Customer input failures in service processes

Customer inputs in service processes are explored in the study. Customer input failures, their causes and consequences are observed through a case study conducted in a healthcare service organisation. The paper provides openings for future research by developing research propositions and constructing an integrated framework that includes the characteristics of customer input failures in service processes. The research provides a foundation for exploring and developing methods for quality management of customer inputs which can be utilised by service managers to make their service processes more effective.