haku: @journal_id 69 / yhteensä: 714
viite: 253 / 714
| Tekijä: | Bitner, M.J. Booms, B.H. Tetreault, M.S. |
| Otsikko: | The service encounter: diagnosing favorable and unfavorable incidents. |
| Lehti: | Journal of Marketing
1990 : JAN, VOL. 54:1, p. 71-84 |
| Asiasana: | EMPLOYEE ATTITUDES CUSTOMERS SERVICE INDUSTRIES CONSUMER SATISFACTION |
| Kieli: | eng |
| Tiivistelmä: | A study is presented of critical service encounters in three service industries to gain understanding of the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory services from very dissatisfactory ones. 700 incidents were collected from customers of airlines, hotels, and restaurants. The critical incident method is used. It is adapted to identify the sources of both satisfactory and dissatisfactory service encounters from the customer's point of view. Results are summarized and compared with previous research findings on the service encounter. |
SCIMA