Services require customer participation, which has significant implications for management. Coordinating the activities of suppliers and customers is essential, as both their integration is crucial. The literature suggests that the success of service companies hinges on effectively designing the interfaces between suppliers and customers, leading to a focus on managing service processes. However, most approaches emphasize the supplier side, developing various concepts and IT tools for service process documentation and management. In contrast, customer processes have been largely overlooked, despite their substantial impact on overall service success. This work aims to address that gap by analyzing how customer service process knowledge influences the efficiency and effectiveness of service delivery. The empirical data stems from a study conducted with a division of T-Systems International, which offers virus wall and firewall services for data network security to business clients. The research operates on the premise that service customers possess a script—a clear understanding of the structure and process of the service transaction. This analysis is a significant advancement in understanding the role of customer involvement in service management.
