search query: @author Botschen, G. / total: 8
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| Author: | Botschen, G. Bstieler, L. Woodside, A. G. |
| Title: | Sequence-oriented problem identification within service encounters |
| Journal: | Journal of Euromarketing
1996 : VOL. 5:2, p. 19-52 |
| Index terms: | SERVICE MARKETING ENCOUNTER GROUPS CUSTOMERS |
| Language: | eng |
| Abstract: | Sequence-oriented problem identification (SOPI) within service encounters, include "blueprinting" the sequence of steps that makeup a service encounter, and asking customers to provide evaluations for each step they may experience in the service encounter process. In part, SOPI is a strategic tool that combines and extends Shostack's (1984; 1987) blueprinting of services with the critical incident technique (CIT) (Flanagan 1954; Bitner, Booms & Tetreault 1990). SOPI is a method for learning customers' perspectives of the little things that go right and wrong, as well as the critical incidents, in each of the locations and sequence of steps customers experience related to a service encounter. |
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