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Cited by 4,860Customer Service Quality and LoyaltyEmotional Labor in ProfessionsService and Product Innovation

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Bitner, Mary Jo, Booms, Bernard H., Tetreault, Mary Stanfield·1990·Journal of Marketing
DOI 10.2307/1252174
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Abstract

The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.

Overview

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Registry

Crossref · 10.1177/002224299005400105

Cites

3 of 3 references verified0 citation errors · 0 not checkable

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Citations

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Research works printed but not linked: 46

  1. Albrecht Karl, 1985, Service America.
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  3. 10.1086/209090 · DOI
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  5. Bitner Mary Jo, 1985, Services Marketing in a Changing Environment, 48
  6. 10.1177/002224298905300207 · DOI
  7. Chase Richard B., 1978, Harvard Business Review, 56, 137
  8. 10.1177/002248718403500611 · DOI
  9. Cotterell John L., 1982, Educational Research, 24, 296
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  11. Czepiel John, 1985, The Service Encounter.
  12. Day Ralph L., 1978, Advances in Consumer Research, 5, 263
  13. Fienberg S. E., 1980, The Analysis of Cross-Classified Categorical Data
  14. 10.1177/002224298605000206 · DOI
  15. Freeman Daniel H., 1987, Applied Categorical Data Analysis.
  16. 10.1037/0021-9010.69.1.167 · DOI
  17. 10.1037/0021-9010.69.1.135 · DOI
  18. Hunt S. D., 1983, Marketing Theory: The Philosophy of Marketing Science.
  19. 10.1086/208674 · DOI
  20. Kassarjian Harold H., 1984, Personal Values and Consumer Psychology
  21. Kerlinger Fred N., 1973, Foundations of Behavioral Research
  22. Koepp Stephen, 1987, Time, 28
  23. 10.1037/0021-9010.69.4.569 · DOI
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  26. 10.1177/002224298304700303 · DOI · Paper page
  27. Lovelock Christopher H., 1988, Managing Services: Marketing, Operations and Human Resources.
  28. Nyquist Jody D., 1985, The Service Encounter, 195
  29. Nyquist Jody D., 1987, Add Value to Your Service, 13
  30. 10.1177/002224298504900403 · DOI · Paper page
  31. Parasuraman A., 1988, Journal of Retailing, 64, 12
  32. 10.1177/002224298504900303 · DOI
  33. Pursell Elliott D., 1980, Personnel Journal, 907
  34. Quelch John A., 1981, Marketing of Services, 82
  35. Ronan William W., 1974, Studies in Personnel Psychology, 6, 53
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  37. Schneider Benjamin, 1988, “The Development of a Personnel System for Service Jobs,”
  38. Shostack G. Lynn, 1985, The Service Encounter, 243
  39. 10.1177/002224298504900110 · DOI · Paper page
  40. 10.1086/209050 · DOI
  41. 10.2307/1251131 · DOI
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  43. Weber Robert Philip, 1985, Basic Content Analysis
  44. Westbrook Robert A., 1981, Journal of Retailing, 57, 68
  45. 10.1111/j.1467-6486.1981.tb00051.x · DOI
  46. Zimmer Mary R., 1988, Journal of Retailing, 64, 265

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Metadata

Authors
Bitner, M. J., Booms, B. H., & Tetreault, M. S.
Affiliations
  • Arizona State University (US)
  • Washington State University (US)
  • George Mason University (US)
ORCID
Bitner, Mary Jo
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1990-01
Volume
54
Issue
1
Pages
71-84
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.2307/1252174
OpenAlex
W1995561053
Cited by
4,860
References
3
Citations by year
2026: 80 · 2025: 81 · 2024: 102 · 2023: 118 · 2022: 130 · 2021: 142 · 2020: 197 · 2019: 180 · 2018: 193 · 2017: 190 · 2016: 230 · 2015: 254 · 2014: 261 · 2013: 257 · 2012: 239
FWCI
38.59
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Sociology and Political Science › Emotional Labor in Professions
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Keywords
service encounters, customer satisfaction, critical incident technique, service quality, airline customers, hotel guests, retail consumers

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