haku: @author Baron, S. / yhteensä: 8
viite: 5 / 8
| Tekijä: | Baron, S. Harris, K. Davies, B. J. |
| Otsikko: | Oral participation in retail service delivery: A comparison of the roles of contact personnel and customers |
| Lehti: | European Journal of Marketing
1996 : VOL. 30:9, p. 75-90 |
| Asiasana: | SERVICE CUSTOMERS RETAILING PARTICIPATION |
| Kieli: | eng |
| Tiivistelmä: | This study investigates observable oral participation (OOP) of customers at the front stage of the service delivery system. Spoken interactions between a sales assistant and customer, and those between one and another customer, are denoted. The respective front stage roles of sales assistants and customers are examined through an analysis of their conversation. Results show that the proportion of products-related interactions for each is very similar, while overall patterns of conversation activities are significantly different. There is some evidence that product-related conversations with other customers reinforce or replace conversations with sales assistants, for some customers. |
SCIMA