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Bernard H. Booms

Bio: Bernard H. Booms is an academic researcher from Washington State University. The author has contributed to research in topics: Service (business) & Business marketing. The author has an hindex of 8, co-authored 8 publications receiving 7807 citations. Previous affiliations of Bernard H. Booms include University of Pittsburgh & University of Washington.

Papers
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Journal ArticleDOI
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
Abstract: The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and re...

4,629 citations

Journal ArticleDOI
TL;DR: In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee as discussed by the authors, which can be identified as one of the most important factors for customer satisfaction.
Abstract: In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the so...

1,811 citations

Journal ArticleDOI
TL;DR: In this article, Booms and Bitner discuss the relationship between marketing and tourism, and present a survey of firms involved in marketing, tourism and hotel management in the United States.
Abstract: Bernard H. Booms, a faculty member at Washington State University’s Seattle Center for Hotel and Restaurant Administration, received his Ph.D. in economics from the University o f Pittsburgh. He has taught at Pennsylvania State University, and has served as a visiting fellow at Harvard Business School. Mary J. Bitner is currently a consultant for, firms involved in marketing and tourism. She received an M.B. A. in marketing from the University of Washington, and has served as a research associate with

256 citations

Journal ArticleDOI
TL;DR: In this article, the authors examined the structure of the travel and tourism distribution system, as well as the operations, motivations, and interactions of the intermediaries of that system, and explored the way the Travel and Tourism Distribution System will operate in the future.
Abstract: This article presents results of a study which examined the structure of the travel and tourism distribution system, as well as the operations, motivations, and interactions of the intermediaries of that system. The study also explored the way the travel and tourism distribution system will operate in the future.

93 citations


Cited by
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Journal ArticleDOI
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Abstract: The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is la...

16,185 citations

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TL;DR: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees as mentioned in this paper, where the authors propose a typology for service organizations.
Abstract: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees. The abili...

5,831 citations

Journal ArticleDOI
TL;DR: For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm as mentioned in this paper. But this evaluation may not be accurate.
Abstract: For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors...

4,811 citations

Journal ArticleDOI
TL;DR: In this paper, the authors developed a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges.
Abstract: The authors develop a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges. The proposed framework (1) uses a multidimensional conceptualization for the trustworthiness construct; (2) incorporates two distinct facets of consumer trust, namely, frontline employees and management policies and practices; and (3) specifies value as a key mediator of the trust–loyalty relationship. The authors test the proposed model using data from two service contexts—retail clothing (N = 264) and nonbusiness airline travel (N = 113). The results support a tripartite view of trustworthiness evaluations along operational competence, operational benevolence, and problem-solving orientation dimensions. Moreover, the authors find evidence of contingent asymmetric relationships between trustworthiness dimensions and consumer trust. For frontline employees, benevolent b...

3,797 citations

Journal ArticleDOI
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Abstract: Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

3,309 citations