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Cited by 1,821

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

Critical Service Encounters: The Employee's Viewpoint

Bitner, Mary Jo, Booms, Bernard H., Mohr, Lois A.·1994·Journal of Marketing
DOI 10.1177/002224299405800408
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Abstract

In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounters from the contact employee's point of view. Drawing on insights from role, script, and attribution theories, 774 critical service encounters reported by employees of the hotel, restaurant, and airline industries are analyzed and compared with previous research. Results generally support the theoretical predictions and also identify an additional source of customer dissatisfaction—the customer's own misbehavior. The findings have implications for business practice in managing service encounters, employee empowerment and training, and managing customers.

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Metadata

Authors
Bitner, M. J., Booms, B. H., & Mohr, L. A.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1994-10
Volume
58
Issue
4
Pages
95-106
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299405800408
OpenAlex
W2067718403
Cited by
1,821
References
4
FWCI
33.56
Type
journal article
Language
en
Open access
closed

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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.