haku: @author Price, L. L. / yhteensä: 3
viite: 1 / 3
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| Tekijä: | Price, L. L. Arnould, E. J. Tierney, P. |
| Otsikko: | Going to extremes: managing service encounters and assessing provider performance |
| Lehti: | Journal of Marketing
1995 : APR, VOL. 59:2, p. 83-97 |
| Asiasana: | |
| Vapaa asiasana: | DIENSTLEISTUNGSBETRIEB, KUNDENDIENST, KUNDE |
| Kieli: | eng |
| Tiivistelmä: | 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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