The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Going to Extremes: Managing Service Encounters and Assessing Provider Performance
Abstract
The authors advance a framework for analysis and comparison of service encounters using three neglected dimensions—duration, affective content, and spatial proximity. They focus on service encounters that fall at the extreme of these three dimensions, termed extended, affectively charged, intimate (EAI) encounters. Employing qualitative and quantitative data, they develop measures of service provider performance and test a structural model of the relationships among service provider performance, affective response and service satisfaction for EAI encounters.
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Citations
Cites
Handbook of Qualitative Research
Crozier, G., Denzin, N., & Lincoln, Y. (1994) · British Journal of Educational Studies · doi:10.2307/3121684 · Cited by 26,666
The Discovery of Grounded Theory: Strategies for Qualitative Research
Glaser, B. G., & Strauss, A. L. (2017) · Aldine (Routledge reprint) · doi:10.4324/9780203793206 · Cited by 25,789
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Sahlins, M., & Graeber, D. (2017) · Routledge (orig. 1972) · doi:10.4324/9781315184951 · Cited by 3,159
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
Consumer Culture Theory (CCT): Twenty Years of Research
Arnould, E. J., & Thompson, C. J. (2005) · Journal of Consumer Research · doi:10.1086/426626 · Cited by 3,677
Self-citationSalanova, M., Agut, S., & Peiró, J. M. (2005) · Journal of Applied Psychology · doi:10.1037/0021-9010.90.6.1217 · Cited by 2,276
Access-Based Consumption: The Case of Car Sharing: Table 1.
Bardhi, F., & Eckhardt, G. M. (2012) · Journal of Consumer Research · doi:10.1086/666376 · Cited by 2,015
The Process of Customer Engagement: A Conceptual Framework
Bowden, J. L.-H. (2009) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679170105 · Cited by 1,365
Metadata
- Authors
- Price, L. L., Arnould, E. J., & Tierney, P.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1995-04
- Volume
- 59
- Issue
- 2
- Pages
- 83-97
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2033940782
- Cited by
- 792
- References
- 8
- FWCI
- 17.37
- Type
- journal article
- Language
- en
- Open access
- closed
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- Price, L. L., Arnould, E. J., & Tierney, P. (1995). Going to Extremes: Managing Service Encounters and Assessing Provider Performance. Journal of Marketing. https://doi.org/10.1177/002224299505900207
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.
