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| Author: | Price, L. L. Arnould, E. J. Tierney, P. |
| Title: | Going to extremes: managing service encounters and assessing provider performance |
| Journal: | Journal of Marketing
1995 : APR, VOL. 59:2, p. 83-97 |
| Index terms: | |
| Freeterms: | DIENSTLEISTUNGSBETRIEB, KUNDENDIENST, KUNDE |
| Language: | eng |
| Abstract: | The authors extend understanding of service relationships, specifically, considering three neglected dimensions of the moment of truth when the customer interacts with the service provider: temporal duration, affective or emotional content, and the spatial proximity of service provider and customer. A major contribution of this study is to show that understanding encounters in terms of these relationship dimensions provides useful analytic tools for successful service encounter management. |
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