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Cited by 4,943

The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Bitner, Mary Jo·1990·Journal of Marketing
DOI 10.1177/002224299005400206
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Abstract

For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.

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Cites

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Citations

Cites

Research works printed but not linked: 58

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Cited by

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Metadata

Authors
Bitner, M. J.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1990-04
Volume
54
Issue
2
Pages
69-82
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299005400206
OpenAlex
W2043947871
Cited by
4,943
References
7
FWCI
35.10
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

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.