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Cited by 1,134

The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.

Predictability and Personalization in the Service Encounter

Surprenant, Carol F., Solomon, Michael R.·1987·Journal of Marketing
DOI 10.1177/002224298705100207
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Abstract

Service marketers are confronted with two conflicting goals when designing service delivery systems, efficiency and personalization. The relative importance of each factor is determined by the nature of the specific service to be rendered, and by participants’ expectations about degree of personalization. A study was conducted to test two assertions: (1) service personalization is a multidimensional construct and (2) all forms of personalization do not necessarily result in greater consumer satisfaction with the service offering. Three types of personalization strategies were proposed and operationalized in a simulated banking setting. Evaluations of service encounters that differed in the degree and type of personalization employed indicate that personalization is not a unitary phenomenon and must be approached carefully in the context of service design.

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Metadata

Authors
Surprenant, C. F., & Solomon, M. R.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1987-04
Volume
51
Issue
2
Pages
86-96
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224298705100207
OpenAlex
W2329397635
Cited by
1,134
References
2
FWCI
12.14
Type
journal article
Language
en
Open access
closed

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.