Assessing the Role of the Customer in Dyadic Service Encounters

Barnes, John; Hadjimarcou, John; Jacobs, Richard S.

doi:10.1300/j127v05n02_01

Cited by 1 publication

(2 citation statements)

References 14 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In recent years, research in services marketing and management has focused on the study of service encounters (e.g. Barnes et al, 1999;Bitner et al, 1994;Parasuraman et al, 1985). In particular, researchers have sought to identify factors affecting customers' perceptions of exchanges between service organisations and their customers (e.g.…”

Section: The Service Encountermentioning

confidence: 99%

“…The interaction between a company's employees and its customers is usually termed the``moment of truth'' (Carlzon, 1987) or the service encounter (Czepiel et al, 1985). In these service encounters, the customer's perception is a crucial component in the evaluation of the quality of service provided by the company (Barnes et al, 1999;Bitner et al, 1990). Not surprisingly, the importance of the service encounter has been recognised by several scholars as these service exchanges can strongly influence customers' satisfaction with service organisations (Bitner et al, 1990;Shostack, 1985).…”

Section: The Service Encountermentioning

confidence: 99%

See 1 more Smart Citation

A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study

Wong

2003

Qualitative Market Research: An International Journal

View full text Add to dashboard Cite

This exploratory study investigates the nature of customer evaluations of their service encounters in a retail chain departmental store setting in Victoria, Australia. The focus of the study is to understand how a customer perceives positive and negative encounters with regard to shopping at the retail chain. To accomplish these objectives, data were gathered by means of focus group interviews with customers of four retail stores. These customers were asked to recall positive and negative critical incidents with regard to their shopping experiences at the retail store. The results showed that positive critical incidents foster customer satisfaction, customer loyalty, and repurchase intentions, while negative critical incidents affected customer behaviour and led to customer complaints, reduced willingness to patronise the retail firm, and to the spread of negative word‐of‐mouth behaviour. Using this and additional information gathered in the interviews, implications are drawn regarding both the value of the methodology and the results for managers in this type of retail business.

show abstract

Section: The Service Encountermentioning

confidence: 99%