Cited by 2,004Customer Service Quality and LoyaltyEmotional Labor in ProfessionsService and Product Innovation

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A Role Theory Perspective on Dyadic Interactions: The Service Encounter

Solomon, Michael R., Surprenant, Carol, Czepiel, John A., Gutman, Evelyn G.·1985·Journal of Marketing

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Abstract

This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.

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“…line service personnel and consumers for the follows reasons: (1) service is a process of dynamic and interactive delivery that originates from front line personnel to consumers such that both are included in the discussion (Solomon et al., 1985) and (2) a multiple-informant design is adopted.”
Background
Observation of listening behaviors in retail service encounters
McKechnie, D. S., Grant, J., & Bagaria, V. (2007) · doi:10.1108/09604520710735155 · Cited by 30
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“Solomon et al. (1985) refer to service encounters as role performances and organizations benefit from managing customer role expectations.”
Background
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Kabadayi, S., Alkire, L., Broad, G. M., Livne‐Tarandach, R., Wasieleski, D. M., & Puente, A. M. (2019) · Humanistic Management Journal · doi:10.1007/s41463-019-00063-9 · Cited by 33
“Service encounters are defined as “human interactions” or dyadic exchanges involving service customers and providers (Solomon et al. 1985).”
Background
A literature review on the student evaluation of teaching
Ching, G. S. (2018) · Higher Education Evaluation and Development · doi:10.1108/heed-04-2018-0009 · Cited by 37
“Typically, taking a university course would require the student to attend class every week, which corresponds to repeated service encounters that are critical to later evaluation (Solomon et al., 1985).”
Background
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Sim, M., & Plewa, C. (2017) · Journal of Service Theory and Practice · doi:10.1108/jstp-03-2016-0057 · Cited by 28
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Chen, K.-H., Chang, F.-H., & Liu, F. (2015) · Sustainability · doi:10.3390/su70810576 · Cited by 28
“[28] proposed the main concept of service encounter, and defined the term as the face-to-face interactive relationship between service providers and receivers at certain times during service consumption.”
Background
Variability in Health Care Services: The Role of Service Employee Flexibility
Vredenburg, J., & Bell, S. (2014) · Australasian Marketing Journal (AMJ) · doi:10.1016/j.ausmj.2014.08.001 · Cited by 28
“Patient satisfaction with the service encounter – an evaluative judgement of the service experience over time (Fornell, 1992) – derives from “the congruence between perceived behaviour and the behaviour expected by role players” (Solomon et al., 1985, p. 104).”
Background
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Contemporary Research in E-Branding
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“Self-service demands that customers learn how to navigate and service themselves in the absence of a service agent to assist them (Solomon et al., 1985).”
Background
People–planet–profits for a sustainable world: integrating the triple-P idea in the marketing strategy, implementation and evaluation of service firms
Larivière, B., & Smit, E. (2022) · Journal of Service Management · doi:10.1108/josm-01-2022-0033 · Cited by 26
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“Furthermore, each individual service encounter can affect the long-term relationship with the customer (Maxham 2001; Solomon et al. 1985).”
Background
What You See Is What You (Can) Get? Designing for Process Transparency in Financial Advisory Encounters
Nussbaumer, P., & Matter, P. (2011) · Lecture notes in computer science · doi:10.1007/978-3-642-23774-4_24 · Cited by 27
“While the roles of advisor and client and their related (role) scripts [23] seemed to be clear in the traditional setting, the new, collaborative situation implicitly changed the existing role models.”
Background
Exploring service design in the context of architecture
Holopainen, M. (2009) · Service Industries Journal · doi:10.1080/02642060903067563 · Cited by 29
Managing multichannel coordination in retail banking: the influence of customer participation
Plé, L. (2006) · International Journal of Bank Marketing · doi:10.1108/02652320610681756 · Cited by 26
Towards a model of adoption in internet banking: Strategic communication challenges
Durkin, M., & O'Donnell, A. (2005) · doi:10.1080/13629390500134134 · Cited by 26
“According to Solomon et al. [1985: 100], ‘in service situations . . . customer satisfaction and repeat patronage may be determined solely by the quality of the personal encounter’.”
Background

Authors: Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G.
Affiliations: Graduate School of Business Administration, New York University.
New York University (US)
Venue: Journal of Marketing
Publisher: SAGE Publications
Published: 1985-01
Volume: 49
Issue: 1
Pages: 99-111
ISSN: 0022-2429 (ISSN-L)
1547-7185
DOI: 10.2307/1251180
OpenAlex: W2061044045
Cited by: 2,004
References: 0
Citations by year: 2026: 49 · 2025: 54 · 2024: 57 · 2023: 74 · 2022: 97 · 2021: 70 · 2020: 88 · 2019: 74 · 2018: 81 · 2017: 85 · 2016: 101 · 2015: 95 · 2014: 93 · 2013: 77 · 2012: 78
FWCI: 11.63
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: role theory, dyadic interaction, service encounters, customer satisfaction

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A Role Theory Perspective on Dyadic Interactions: The Service Encounter

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