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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The role set: problems in sociological theory
Merton, R. K. (1957) · The British Journal of Sociology · doi:10.2307/587363 · Cited by 947

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“These results are in accordance with the proposition made by Solomon et al. (1985), for whom the evaluation of quality takes place early on in the service encounter and influences what follows in the interaction.”
Result
A dramaturgical analysis of the service encounter in higher education
Halliday, S., Davies, B., Ward, P., & Lim, M. (2008) · doi:10.1362/026725708x273911 · Cited by 16
“This approach also “emphasises the nature of people as social actors who learn behaviours appropriate to the positions they occupy in society” (Solomon et al. 1985, p.102).”
BackgroundInfluential
Consumer Perceptions and Behavior
Weber, K. (2003) · doi:10.1300/j073v13n04_02 · Cited by 16
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Arkenback-Sundström, C. (2023) · Journal of Vocational Education and Training · doi:10.1080/13636820.2023.2180423 · Cited by 18
“These interactions are driven by learned demeanours relevant to specific situations (i.e. roles) and formulated in the organisation’s service script (Solomon et al. 1985), a detailed guide for playing the employee role in this service game.”
Understanding customer-centric socialization in tourism services
Yen, H., Thi, H., & Li, E. Y. (2021) · Service Business: An International Journal · doi:10.1007/s11628-021-00463-8 · Cited by 15
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Scerri, M., Jenkins, J., & Lovell, G. (2017) · doi:10.1016/j.jhtm.2017.09.003 · Cited by 15
Whose fault is it
Rummelhagen, K., & Benkenstein, M. (2017) · doi:10.1108/ejm-01-2016-0014 · Cited by 15
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“Essentially, role theory refers to the study of roles (Solomon, Surprenant, Czepiel, & Gutman, 1985), or characteristic patterns of behavior (Biddle, 1986), also defined as clusters of social cues that direct or guide individuals’ behavior in a particular setting (Solomon et al., 1985).”
Background
Playing Their Roles
Gross, M. A., & Pullman, M. (2011) · Journal of Management Inquiry · doi:10.1177/1056492610395928 · Cited by 22
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“information positively influences sales performance (Solomon et al. 1985; Weitz, Sujan and Sujan 1986).”
Background
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Normative Influences in Donation Decisions
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“Sociologists and psychologists examining the role of these learned responses have noted that these schema encompass one’s own behavior and the corresponding response of others, i.e., a stimulus and anticipated response set (Solomon et al. 1985).”
Background
An Evaluation of How Student Expectations Are Formed in a Higher Education Context: The Case of Hong Kong
Willis, M. K., & Kennedy, R. (2004) · doi:10.1300/j050v14n01_01 · Cited by 15
Examining customer‐created guilt in a service context
Pounders, K. R., Moulard, J. G., & Babin, B. J. (2018) · Psychology and Marketing · doi:10.1002/mar.21138 · Cited by 14
Customer citizenship as a reaction to hotel's fair treatment of staff: Service satisfaction as a mediator
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“In addition to being directed towards themselves, these three justice dimensions can be experienced by guests in the way the hotel management treats the hotel employees in the service encounter (Bowen et al., 2000; Solomon et al., 1985).”
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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