Journal ArticleDOI
Critical service encounters: The employee's viewpoint
TLDR
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...read more
Citations
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Journal ArticleDOI
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:
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.
Journal ArticleDOI
Customer switching behavior in service industries: An exploratory study
TL;DR: In this paper, customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature, and the author reports results of a critical incid...
Journal ArticleDOI
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
TL;DR: In this article, the authors describe the results of a critical incident study based on more than 800 incidents involving self-service technologies solicited from customers through a Web-based survey, and present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions.
Journal ArticleDOI
Relational Benefits in Services Industries: The Customer’s Perspective:
TL;DR: In this paper, the authors examined the benefits customers receive as a result of engaging in long-term relational exchanges with service firms and found that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits.
Journal ArticleDOI
Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model
TL;DR: Results indicated that the model in which the foundation issues yielded aClimate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well, however, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
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.