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

The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.

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

Open this paper in CoChat — free account

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.

Integrity signals

Registry

Crossref · 10.1177/002224298504900110

Cites

0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Motivation reconsidered: The concept of competence.
White, R. W. (1959) · Psychological Review · doi:10.1037/h0040934 · Cited by 5,681
The role set: problems in sociological theory
Merton, R. K. (1957) · The British Journal of Sociology · doi:10.2307/587363 · Cited by 947

Flagged first, then by citations

Show all 0 references

Research works printed but not linked: 72

Abelson Robert F., 1976, Cognition and Social Behavior
Bales Robert F., 1950, Interaction Process Analysis: A Method for the Study of Small Groups
Bateson John, 1977, Marketing Consumer Services: New Insights, 1
Bell Martin, 1981, Marketing of Services
10.1177/002224297904300205 · DOI
Bible B. L., 1963, Rural Sociology, 28, 81
10.1093/sf/42.2.225 · DOI
10.1111/j.1467-6494.1952.tb01133.x · DOI
Booms Bernard H., 1981, Marketing of Services
10.1177/002224378201900410 · DOI · Paper page
10.1177/002224376800500403 · DOI
10.1016/S0022-5371(72)80001-X · DOI · Paper page
Czepiel John A., 1980, Managing Customer Satisfaction in Consumer Service Businesses
CzepielJohn A., GutmanE., SolomonM., and SurprenantC. F. (1982), “A Contingency Approach to Understanding Service Encounters: Theoretical Inputs for Management Action,” paper presented at the Workshop on Research into the Management of Service Businesses, London Business School.
Czepiel John A., 1975, Proceedings, 119
Davis J. H., 1969, Group Performance
Dubinsky Alan J., 1979, Journal of Retailing, 55, 70
Eiglier Pierre, 1977, Marketing Consumer Services: New Insights, 77
10.1177/000276426300600922 · DOI
Ford N. M., 1976, Marketing: 1776–1976 and Beyond
10.1111/j.1744-6570.1973.tb01150.x · DOI
Goffman Erving, 1961, Encounters: Two Studies in the Sociology of Interaction
Grove Stephen J., 1983, Emerging Perspectives in Services Marketing
Holbrook Morris B., 1980, Symbolic Consumer Behavior
Homans George C., 1961, Social Behavior: Its Elementary Forms
10.1037/0022-3514.40.1.138 · DOI
10.1177/002224296402800111 · DOI
Kahn Robert L., 1964, Organizational Stress: Studies in Role Conflict and Ambiguity
Kelley Harold H., 1978, Interpersonal Relations: A Theory of Interdependence
Knisely G., 1979, Advertising Age, 47
Langer E., 1978, New Directions in Attribution Research
10.1037/0022-3514.36.6.635 · DOI · Paper page
10.1037/0022-3514.37.11.2014 · DOI · Paper page
Levy S. J., 1980, Symbolic Consumer Behavior
Liechty M., 1979, Proceedings
Lovelock Christopher H., 1980, Theoretical Developments in Marketing, 72
Lovelock Christopher H., 1979, Harvard Business Review, 57, 168
Lutz R. J., 1976, Advances in Consumer Research, 3, 370
McCall G. J., 1966, Identities and Interactions
McMurry Robert, 1961, Harvard Business Review, 39, 114
Mead George H., 1935, Works of Mead
10.1177/002224377401100302 · DOI
Oliver Richard L., 1977, Journal of Retailing, 53, 47
10.1177/002224376800500301 · DOI
10.1177/002224296603000407 · DOI
10.1177/002224377701400410 · DOI
Rose Arnold M., 1962, Human Behavior and Social Processes: An Interactionist Approach
Sarbin Theodore R., 1968, The Handbook of Social Psychology, 1
10.1207/s15516709cog0403_2 · DOI
10.1016/0090-2616(80)90040-6 · DOI
10.1287/mnsc.13.12.B718 · DOI
Sheth J. N., 1975, Proceedings, 382
Sheth J. N., 1982, “Toward An Integrated Theory of Marketing,”
Shostack G. Lynn, 1977, Bank Marketing, 32
10.1037/h0043607 · DOI
Smith Ruth A., 1983, Emerging Perspectives in Services Marketing
Swan John, 1976, Journal of Marketing Research, 13, 25, 10.1177/002224377601300104 · DOI
Swan John, 1978, New Dimensions of Consumer Satisfaction and Complaining Behavior, 56
Tagiuri Renato, 1969, The Handbook of Social Psychology, 3
Thibaut John W., 1959, The Social Psychology of Groups
10.2307/2089580 · DOI
10.2307/2087922 · DOI
10.1086/294893 · DOI
Uhl K. P., 1983, Research in Marketing, 6
10.1177/002224296803200302 · DOI
10.2307/2786148 · DOI
10.1177/002224298104500109 · DOI
Whyte William F. C., 1948, Human Relations in the Restaurant Industry
Willett Ronald P., 1966, Science, Technology and Marketing
Wilson David T., 1977, Consumer and Industrial Buying Behavior, 355
Wilson David T., 1980, Marketing in the 80's, 118
10.1108/EUM0000000005058 · DOI

Sorted by citations

Items 501–600 of 883

Design, consumption and marketing: outcomes, process, philosophy and future directions
Beverland, M., Gemser, G., & Karpen, I. (2017) · Journal of Marketing Management · doi:10.1080/0267257x.2017.1283908 · Cited by 14
Surprise, Hospitality, and Customer Delight in the Context of Hotel Services
Ariffin, A. A. M., & Omar, N. B. (2016) · Emerald Group Publishing Limited eBooks · doi:10.1108/s1871-317320160000012010 · Cited by 14
Seven challenges to combining human and automated service
Messinger, P. R., Li, J., Stroulia, E., Galletta, D., Ge, X., & Choi, S. (2009) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration · doi:10.1002/cjas.123 · Cited by 14
Learning in a service context: going backstage
Wägar, K. (2007) · Managing Service Quality · doi:10.1108/09604520710834984 · Cited by 14
Boundary Spanners' Satisfaction with Organizational Support Services
Stan, S., Landry, T., & Evans, K. (2004) · doi:10.1300/j366v03n02_04 · Cited by 14
“A stream of research in the services literature underscores the importance of consumer socialization to services (e.g., Hartline, Maxham and McKee 2000; Kelley, Donnelly and Skinner 1990; Mills and Morris 1986; Solomon et al. 1985).”
Background
Exploring the application of IVR: lessons from retail banking
McCartan-Quinn, D., Durkin, M., & O'Donnell, A. (2004) · doi:10.1080/0264206042000247803 · Cited by 14
“Indeed, according to Solomon et al. [1985: 100], ‘in pure service situations . . . customer satisfaction and repeat patronage may be determined solely by the quality of the personal encounter.’”
Method
Identification of Strategic Groups using Relationship Marketing Criteria: A Cluster Analytic Approach in Professional Services
Panayides, P. M. (2002) · Service Industries Journal · doi:10.1080/714005071 · Cited by 13
When buyers also sell: The implications of pricing policies for customer satisfaction
Hoyer, W. D., Herrmann, A. P., & Hüber, F. (2002) · Psychology and Marketing · doi:10.1002/mar.10013 · Cited by 16
The bottleneck of intrapreneurship: are social positions and held expectations constraints in organizations’ entrepreneur process? A conceptual view
Begeç, S., & Arun, K. (2020) · Journal of Entrepreneurship in Emerging Economies · doi:10.1108/jeee-08-2019-0120 · Cited by 13
The role of customer readiness and participation in non-technology-based service delivery
Poushneh, A., & Vasquez-Parraga, A. Z. (2018) · Journal of Consumer Marketing · doi:10.1108/jcm-11-2016-2006 · Cited by 13
Quality in bank service encounters: Assessing the equivalence of customers’ and front-line employees’ perceptions
Alexiadou, C., Stylos, N., Andronikidis, A., Bellou, V., & Vassiliadis, C. (2017) · International Journal of Quality & Reliability Management · doi:10.1108/ijqrm-04-2016-0049 · Cited by 13
“Nevertheless, service encounters are dyadic in nature (Solomon et al., 1985); front-line employees are particularly important to the service experience of the customer.”
Background
Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction
Weng, H.-C., Chen, T.-M., Lee, W.-J., Chang, C.-S., Lin, C.-T., & Wu, M.-L. (2016) · doi:10.1590/1982-0194201600071 · Cited by 13
“The service encounter is also considered the core of service marketing, having considerable impact on service quality control, service delivery systems and customer satisfaction, etc...(7) The scholars argued that “service standard” was a concept similar to “quality,” and that the term, “service standard,” referred to…”
Background
Designing and Managing Value Co-Creation in KIBS Engagements
Lessard, L. (2014) · Technology Innovation Management Review · doi:10.22215/timreview/811 · Cited by 13
“There has been a surge in research on the nature of services (Delaunay & Gadrey, 1992) as well as their design, management, and engineering over the past twenty years or so (e.g., Bullinger et al., 2003; Johns, 1999; Miles, 1993; Shostack, 1984; Solomon, 1985).”
Background
Defining the scope of service operations management: an investigation on the factors that affect the span of responsibility of the operations department in service companies
Belvedere, V. (2012) · Production Planning & Control · doi:10.1080/09537287.2012.705353 · Cited by 14
Study on a model of street vended food choices by Korean high school students
Cho, K.-W., Park, S., & Joo, N. (2011) · Nutrition Research and Practice · doi:10.4162/nrp.2011.5.5.481 · Cited by 13
“The point of service can be divided into interactions with the seller and the physical environment [11,12].”
Background
Tension at the interface: Exploring employee deviation
Kennedy, M., & Corliss, M. (2008) · Journal of Management & Organization · doi:10.5172/jmo.837.14.4.424 · Cited by 13
“Individual and group role expectations impact on behaviour in organisations and much research is available that looks at the relationship between the two, particularly in relation to role congruence, ambiguity, and conflict (Solomon et al. 1985; Zeithaml, Berry & Parasuraman 1988).”
Background
Emotional Dissonance and Customer Service: An Exploratory Study
Julian, C. (2008) · doi:10.1080/15332960802125882 · Cited by 13
“An earlier application of role theory to marketing by Solomon et al. (1985) argued that the more employees internalized their expectations and values of a job role as their own, the more authentic they would feel performing their role and the more committed they will be to providing good service.”
Background
Une comparaison des effets de la première et de la dernière impression dans une rencontre de vente
Bergeron, J., Fallu, J.-M., & Roy, J. (2008) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737010802300202 · Cited by 13
Personalizing Services Encounters
Ligas, M. S. (2004) · Services Marketing Quarterly · doi:10.1300/j396v25n04_03 · Cited by 13
“From the customer’s perspective, a common definition of the service encounter is the moment of interaction between both parties (Bitner, Booms, and Tetreault 1990; Price, Arnould, and Tierney 1995; Solomon et al. 1985).”
Background
Who are the adorable customers--men or women? Service quality improvement via customers' positive responses
Huang, J.-H., Ho, S.-H., & Lee, B. (2003) · doi:10.1080/1478336032000091003 · Cited by 13
Interplay between Performance and Convenience in Customer Choice of Self-Service Technologies
Galdolage, B. (2021) · Current Journal of Applied Science and Technology · doi:10.9734/cjast/2021/v40i1031361 · Cited by 12
“Solomon, Surprenant [1] view service encounters as a place where dyadic interpersonal interactions take place in between the customer and the service provider.”
Background
“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters
Volkers, M. (2021) · Journal of Service Theory and Practice · doi:10.1108/jstp-06-2020-0122 · Cited by 12
Emotion regulation in service encounters: are customer displays real?
Lee, S., Sweeney, J. C., & Soutar, G. (2020) · Journal of Service Theory and Practice · doi:10.1108/jstp-12-2018-0285 · Cited by 12
Value of a hotel stay: a case study in Hong Kong
Wong, A., & Guillet, B. D. (2018) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2018.1492941 · Cited by 12
“Staying at this hotel would give me the social approval Sweeney and Soutar (2001); Petrick (2002) Monetary and behavioral price This hotel is reasonably priced Sweeney and Soutar (2001); Petrick (2002) This hotel is economical Sweeney and Soutar (2001); Petrick (2002) This hotel is easy to reserve Sweeney and Soutar (…”
BackgroundMethod
Measuring the quality of health services provided at a Greek Public Hospital through patient satisfaction. Case Study: The General Hospital of Kavala
Georgiadou, V., & Maditinos, D. (2017) · doi:10.25103/ijbesar.102.06 · Cited by 12
Specialty food retailing: examining the role of products’ perceived quality
Calvo-Porral, C., & Lévy-Mangín, J.-P. (2017) · doi:10.1108/bfj-11-2016-0567 · Cited by 12
Service employee adaptiveness: Exploring the impact of role-stress and managerial control approaches
Sahadev, S., Purani, K., & Panda, T. (2017) · Employee Relations · doi:10.1108/er-11-2015-0213 · Cited by 12
“Solomon et al. (1985), in fact, consider employee adaptiveness to fall in a continuum, ranging from a rigid conformity of an established script characterised by an approach where employees treat each customer the same way, to service personalisation in which employees must adapt to serve customers’…”
Background
Decision-making during initiation of medication therapy.
Schommer, J., Worley, M., & Kjos, A. L. (2014) · Research in Social and Administrative Pharmacy · doi:10.1016/j.sapharm.2013.06.003 · Cited by 12
The mediating role of commitment in healthcare B2B marketing
Sohn, Y., Seung, K. Y., Seo, S., & Kim, S. (2013) · Service Industries Journal · doi:10.1080/02642069.2013.763930 · Cited by 12
“(8) It would require a great deal of effort to switch to a new representative even if I stayed with the same organization (9) It would interfere with my task if this sales representative was replaced with someone else Organizational dependence (10) This supplier is needed for growth of our organization Tellefsen and T…”
Background
Anticipating a service experience
Harrison, M. P., & Beatty, S. (2011) · Journal of Business Research · doi:10.1016/j.jbusres.2010.06.009 · Cited by 12
ADVENTUREQUAL: an extension of the SERVQUAL conceptual gap model in young people's outdoor adventure
Donne, K. (2009) · International Journal of Sport Management and Marketing · doi:10.1504/ijsmm.2009.029088 · Cited by 12
“In this empowered role, WW instructors had developed personal routines (Goiai and Poole, 1984) that provided a broadly scripted framework for flexible decision-making (Solomon et al., 1985).”
Background
New service development for interactive experience
Jiang, K. (2008) · 2008 IEEE International Conference on Service Operations and Logistics, and Informatics · doi:10.1109/soli.2008.4686352 · Cited by 12
“Some researchers have defined interaction as service encounter [10] [11] [12] and 'the zone of customer satisfaction and service quality' [13].”
Background
Revenues and Asymmetric Information
Schwartz, Z. (2007) · doi:10.1300/j162v07n04_01 · Cited by 12
“Berry (1980), Krughoff (1981), and Solomon et al. (1985) argue that simultaneous production and consumption of services and the impact of the congruence between employee and consumer roles, make service quality control difficult.”
Background
The Moderating Impact of Employee Job Satisfaction on the Service Quality–Customer Satisfaction Relationship: The Case of the Lebanese Healthcare Institutions
Chaanine, J., & Sleilati, E. (2024) · SAGE Open · doi:10.1177/21582440241295473 · Cited by 11
“As to the impact of service quality on customer satisfaction, it has been broadly tackled in the literature (Caruana, 2002; Solomon et al., 1985; Taylor & Baker, 1994; C. A. Voss et al., 2004; Zeithaml & Bitner, 2003), but it has uncovered contrasting findings.”
Well-being creation by senior volunteers in a service provider context
Shirahada, K., & Wilson, A. M. (2022) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2022-0137 · Cited by 11
User-defined ecosystems in health and social care
Mickelsson, J., Särkikangas, U., Strandvik, T., & Heinonen, K. (2022) · Journal of Services Marketing · doi:10.1108/jsm-03-2021-0090 · Cited by 11
“From an initial focus on interaction in customer–provider dyads (Parasuraman et al., 1985; Solomon et al., 1985), the analytical frame of service research extended over time to incorporate more actors.”
Prominence of Information Richness in Accepting Online Based Self-Service Technologies
Galdolage, B. (2021) · Archives of Current Research International · doi:10.9734/acri/2021/v21i230231 · Cited by 11
Core Self-Evaluation and Sales Performance of Female Salespeople in Face-to-Face Channel
Yoon, D., Kim, B. Y., & Oh, S. (2020) · Journal of Asian Finance, Economics and Business · doi:10.13106/jafeb.2020.vol7.no5.205 · Cited by 11
“When salespeople who use face-to-face channels interact directly with customers at the point of contact, they gradually grow in importance (Solomon, Surprenant, Czepiel, & Gutman, 1985).”
The dynamic role of rapport on satisfaction–commitment relationship
Fatima, J. K., Mascio, R. D., Quazi, A. M., & Johns, R. (2020) · International Journal of Bank Marketing · doi:10.1108/ijbm-01-2020-0005 · Cited by 17
Decisions at the Boundary
Luvison, D., & Cummings, J. (2017) · Group & Organization Management · doi:10.1177/1059601117696620 · Cited by 11
The entrepreneurial role within a global firm operating in a niche market
Alonso, A. (2016) · doi:10.1108/ebr-04-2015-0044 · Cited by 11
“For example, in the discipline of service marketing, Solomon et al. (1985) present some of the implications of the theory when they underline predictability and role expectations as powerful elements to understand “the nature of the service transaction” (p.”
Influential
Modeling contextually elicited service quality expectations
Strombeck, S., & Shu, S. (2014) · doi:10.1108/msq-06-2013-0108 · Cited by 11
Role configurations in the service provision process: empirical insights into co‐creation of value
Siltaloppi, J., & Nenonen, S. (2013) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-11-2012-0019 · Cited by 11
Exploration of lead factors affecting service recovery
Lin, W.-B. (2009) · doi:10.1080/02642060902793342 · Cited by 11
Can Cognitive Mapping Enrich Our Understanding of Macneil's Contractual Norms? The Specific Case of Role Integrity
Durif, F., & Perrien, J. (2008) · Journal of Relationship Marketing · doi:10.1080/15332660802068138 · Cited by 11
Service Satisfiers and Dissatisfiers among Malaysian Consumers
Kueh, K. (2006) · doi:10.1016/s1441-3582(06)70054-4 · Cited by 11
“Service encounters, defined as “face-to-face interactions between a buyer and a seller in a service setting” (Solomon et al. 1985, p.100) have been widely recognized as ‘moments of truth’ (Carlzon 1987) which are crucial in shaping the level of satisfaction experienced by service consumers.”
Background
Antecedents and consequences of effective customer participation: the role of customer education and service modularity
Shah, S. A. A., Jajja, M. S. S., & Chatha, K. A. (2023) · Journal of Service Theory and Practice · doi:10.1108/jstp-08-2022-0171 · Cited by 10
Is it an opportunity? COVID-19’s effect on the green supply chains, and perceived service’s quality (SERVQUAL): the moderate effect of big data analytics in the healthcare sector
Kholaif, M. M. N. H. K., & Xiao, M. (2022) · Environmental science and pollution research international · doi:10.1007/s11356-022-23173-8 · Cited by 10
“For instance, the green purchasing process increases costs, affecting firms’ financial performance (Nollet and Beaulieu 2003; Song and Yu 2017).”
Background
Examining the drivers of deviant service adaption in fashion retailing: the role of tenure
Mortimer, G., & Wang, S. (2021) · Journal of Fashion Marketing and Management · doi:10.1108/jfmm-11-2020-0240 · Cited by 11
Customer deference to service providers in ordinary service encounters
Wongkitrungrueng, A., Nuttavuthisit, K., Szabó-Douat, T., & Sen, S. (2019) · Journal of service theory and practice · doi:10.1108/jstp-02-2018-0031 · Cited by 10
Analysis of the relationships among perceived service encounter quality, service value, satisfaction and behavioral intention for physical therapy patients
Ko, M., & Lee, W.-H. (2017) · Journal of Physical Therapy Science · doi:10.1589/jpts.29.2000 · Cited by 10
A Conceptual Framework for Evaluating E Government Systems Success: A Service Ecosystem Approach
Sterrenberg, G. (2017) · Hawaii International Conference on System Sciences · doi:10.24251/hicss.2017.306 · Cited by 10
“The success of these interactions is often dependent on the congruence [46] of the social norms that guide the parties in the exchange.”
Background
Examining reasons for post-purchase satisfaction in buying local brands: When local meets local
Isa, A. M., Saud, M., & Ismail, D. (2016) · Asia Pacific Management Review · doi:10.1016/j.apmrv.2015.10.001 · Cited by 10
Estudo comparativo das ferramentas para mapeamento das atividades executadas pelos consumidores em processos de serviço
Jorge, G. A., & Miyake, D. (2015) · doi:10.1590/0103-6513.128413 · Cited by 10
“…é cruzada por uma linha vertical isso indica a ocorrência de um contato entre o consumidor e o provedor, também denominado de “encontro de serviço” (Solomon et al., 1985) ou “momento da verdade” (Bitner et al., 2008). c) Ações da retaguarda ( backstage ) : são também atividades desempenhadas pela…”
Customer Value and Customer Roles on Social Media: A Travel Agency Case Study
Yang, M.-H., Chiang, C.-T., Cheng, Y.-Y., & Huang, C.-C. (2014) · doi:10.6702/ijbi.2014.9.4.2 · Cited by 10
Spanish Travelers' Expectations of Service Encounters in Domestic and International Settings
Fernández-Amaya, L., Hernández-López, M. D. L. O., & Blitvich, P. (2014) · doi:10.3727/109830414x14133839512703 · Cited by 10
Editorial---We Must Rethink Service Encounters
Qiu, R. (2013) · doi:10.1287/serv.2013.0042 · Cited by 10
Chapter 7 Interaction: Coherence to a Future
Medlin, C., & Saren, M. (2012) · doi:10.1108/s1069-0964(2012)0000018012 · Cited by 10
Role of CRM in Profitability of Service Organizations: A Case of a Leading Telecommunication Company in Bangladesh
Ferdous, M., & Rahaman, M. M. (2011) · doi:10.2139/ssrn.1419729 · Cited by 10
Self-Service Technologies (SSTs): determinants of adoption and its post-usage outcomes from a focal company perspective
Ma, G.-Y., & Park, K. (2011) · International Journal of Services and Operations Management · doi:10.1504/ijsom.2011.038974 · Cited by 10
Script Comparisons during Service Encounters in Fast-Food Chains
Hsu, T.-H., & Chiang, C.-Y. (2011) · doi:10.1057/thr.2010.19 · Cited by 10
“Moreover, the simplifying of the structural script elicited from customers confi rms previous research of scholars that suggested that individuals are unable to recall details of all service interactions ( Solomon et al , 1985 ).”
Result
Self-service technology and the moderating effects of consumer characteristics
Beatson, A. (2010) · International Journal of Services Technology and Management · doi:10.1504/ijstm.2010.034333 · Cited by 10
A study on the voluntary determinants of customer participation and effects on service quality in service encounter - focused on self-determination theory -
Suh, M.-S., Rho, T., & 안진우 (2010) · Journal of Consumption Culture · doi:10.17053/jcc.2010.13.2.004 · Cited by 11
Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context
Thomas, J. L., & Cunningham, B. J. (2009) · Journal of Marketing for HIGHER EDUCATION · doi:10.1080/08841240903463410 · Cited by 10
Third‐person perception and purchase behavior in response to various selling methods
Tal-Or, N., Shilo, S., & Meister, T. (2009) · Psychology and Marketing · doi:10.1002/mar.20314 · Cited by 10
Customer Service Behaviours in Korea and Implications for Training: Lessons from an Exploratory Critical Incidents Study of Customer and Employee Service Encounters
Kim, N., & McLean, G. (2007) · doi:10.1080/13602380600647581 · Cited by 10
Relationship development in a multinational utilities network
Tyler, K., Stanley, E., & Brady, A. (2006) · Journal of Services Marketing · doi:10.1108/08876040610679945 · Cited by 10
A Cross-Cultural Investigation of Relationship Marketing Effectiveness in Retail Services: A Contingency Approach
Odekerken-Schröder, G., de Wulf, K., & Reynolds, K. (2005) · Advances in international marketing · doi:10.1016/s1474-7979(04)15003-5 · Cited by 10
A Broader View of Marketing: Implications for Surgeons
Kelley, S. W., & Schwartz, R. W. (2004) · Surgical Innovation · doi:10.1177/155335060401100416 · Cited by 10
The Interaction Effect of Self-Service Technology and Firms’ Facilitating Conditions on Co-Created Value: A Service-Dominant Logic Perspective
Kwon, W., Kim, Y., & Lee, G. (2025) · Journal of Hospitality & Tourism Research · doi:10.1177/10963480251313490 · Cited by 10
“The dyadic interaction between service employees and customers is regarded as one of the most critical factors for customer satisfaction (Solomon et al., 1985).”
The impact of linguistic style on customer satisfaction: a cross-cultural empirical study in Ecuador
Fan, A., Hoof, H. V. V., Dou, X., & Serrano, A. (2021) · International Hospitality Review · doi:10.1108/ihr-04-2021-0028 · Cited by 9
“service companies to know their business and to keep their core service promises, a successful service delivery puts customers in a mental position characterized by mindlessness (Berry et al., 2006; Solomon et al., 1985) or the automatic and intuitive System 1 information processing mode (Kahneman, 2011), despite the…”
BackgroundMethodInfluential
Shifting sands: Actor role and identity reconfigurations in service systems
Gummerus, J. K., O’Loughlin, D., Kelleher, C., & Peñaloza, L. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.08.001 · Cited by 11
Climbing the down escalator
Johnson, D. S., Limbu, Y. B., Jayachandran, C., & Reddy, P. R. (2019) · European Journal of Marketing · doi:10.1108/ejm-03-2018-0164 · Cited by 9
Interaction of intercultural service encounters
Ihtiyar, A. (2018) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-01-2017-0014 · Cited by 9
Does who we are affect what we say and when? Investigating the impact of activity and connectivity on microbloggers' response to new products
Topaloglu, O., Dass, M., & Kumar, P. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.002 · Cited by 9
An empirical examination of the services triangle
Anderson, S. T., & Smith, J. S. (2017) · Journal of Services Marketing · doi:10.1108/jsm-12-2015-0369 · Cited by 9
Online Service Failure and Recovery Strategy: The Mediating Role of Social Media
Azemi, Y., & Ozuem, W. (2016) · Advances in marketing, customer relationship management, and e-services book series · doi:10.4018/978-1-4666-9776-8.ch006 · Cited by 9
A Conceptual Framework to Explain the Impact of Visitors' Previous Experiences on Customer Satisfaction
Oz, S., Ihtiyar, A., Ahmad, F., & Ali, F. (2016) · Journal of Global Business Insights · doi:10.5038/2640-6489.1.1.1005 · Cited by 9
When enough is enough! Alcohol servers' refusal styles and key antecedents.
Leo, C. (2013) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2013.04.013 · Cited by 9
The Effect of Service Provider Nonverbal Attributes on Customer Evaluation in Service Recovery Stage
Yeo, C. (2013) · doi:10.15207/jkcs.2013.4.3.007 · Cited by 9
The Preferred Work Paradigm for Generation Y in the Hotel Industry: A Case Study of the International Tourism and Hospitality International Programme, Thailand
Dhevabanchachai, N.-T., & Muangasame, K. (2013) · doi:10.5539/ies.v6n10p27 · Cited by 9
“…a people industry: it has been consistently emphasised that the human element is vital to product and service delivery within the industry (Crosby and Stephen, 1987; Gronroos, 1990, Parasuraman et al., 1985, Solomon et al 1985); people are the core feature of operations in the hospitality industry.”
Background
Doctors' Perception and Intention of the U-healthcare Service
Lee, Y.-K., Park, J., Rho, M., Wang, B.-R., & Choi, I. (2012) · doi:10.5392/jkca.2012.12.02.349 · Cited by 9
Customers' Relationship with the Service Firm and Its Sales Personnel: Does Gender Matter?
Cho, Y.-N., & Rutherford, B. N. (2011) · The Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679190306 · Cited by 9
“Solomon, Michael R., Carol Surprenant, John A. Czepiel, and Evelyn G. Gutman (1985), “A Role Theory Perspective on Dyadic Interactions: The Service Encounter,” Journal of Marketing, 49 (Winter), 99–111.”
Background
Constructs and Relationships of Edutainment Applications in Marketing Classes: How Edutainment Can be Utilized to Act as a Magnet for Choosing a Course?
Argan, M., & Sever, N. (2010) · Contemporary Educational Technology · doi:10.30935/cedtech/5969 · Cited by 9
“Customers/students evaluate a course based on the impression they get and the experience that they lived in their encounter with service provider/instructor (Solomon et al., 1985).”
Background
Exploring tools for learning about customers in a service setting
Wägar, K. (2008) · International Journal of Service Industry Management · doi:10.1108/09564230810903488 · Cited by 10
Individual Service Providers versus the Firm
Crutchfield, T. N. (2008) · Services Marketing Quarterly · doi:10.1300/j396v29n02_02 · Cited by 9
“The dyadic interaction between a service provider and a customer is an important determinant of the customer’s perceptions of service quality (Mittal and Sasser 1996), social rewards (Ligas 2004), and satisfaction with both the employee and firm (Bitner 1990; Bitner, Booms and Mohr 1994; Crosby and Stephens 1987; Solo…”
Background
서비스 제공자의 비언어적 커뮤니케이션에 관한 연구
Kim, Y. (2005) · doi:10.1080/12297119.2005.9707496 · Cited by 9
Factors Affecting Choice of a Travel Agency for Domestic Tourism
Heung, V. C., & Zhu, P. (2005) · Journal of Travel & Tourism Marketing · doi:10.1300/j073v19n04_02 · Cited by 9
Antecedents of organizational commitment: a systematic literature review
Savita, S., Koodamara, N. K., & Vidyavathi, K. (2025) · Cogent Business & Management · doi:10.1080/23311975.2025.2484462 · Cited by 14
“…experience a sense of satisfaction and fulfillment when they can successfully fulfill the expectations associated with their roles, and when individuals perceive that they are meeting or exceeding role expectations, it can enhance their Oc (Mason, 1995; Miles et al., 1996; Solomon et al., 1985).”
Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment
Kim, S.-J., & Hyun, B. (2022) · Economies · doi:10.3390/economies10120305 · Cited by 8
Service encounter microblog word of mouth and its impact on firm reputation
Barhorst, J. B., Wilson, A. M., McLean, G., & Brooks, J. (2020) · Journal of Services Marketing · doi:10.1108/jsm-07-2019-0263 · Cited by 8
A study on the promotional mix of pre-service in the view of service design
Qian, C.-X., Wu, C.-F., Zhang, Z.-B., & Huang, H.-Y. (2019) · Industrial management & data systems · doi:10.1108/imds-08-2018-0331 · Cited by 8
“The term “service encounter” first emerged in the early 1980s and was defined by Solomon et al. (1985).”
Background
What makes (im)politeness for travellers? Spanish tourists’ perceptions at national and international hotels
Hernández López María de la, O., & Amaya, L. F. (2019) · Journal of Politeness Research · doi:10.1515/pr-2016-0060 · Cited by 8
The influence of place on health-care customer creativity
Snyder, H., Witell, L., Elg, M., & McColl‐Kennedy, J. R. (2019) · European Journal of Marketing · doi:10.1108/ejm-10-2017-0723 · Cited by 12
Determinants of Job Performance of Cabin Crew on Customer Service of an Aircraft: A Conceptual and Empirical Study in Sri Lanka
Opatha, H., & Rathnayake, S. (2018) · Sri Lankan Journal of Human Resource Management · doi:10.4038/sljhrm.v8i1.5640 · Cited by 8
Comment former le client à son rôle de coproducteur ? Etude de l’influence de la formation et de ses caractéristiques sur les bénéfices de la coproduction
Nicod, L., & Llosa, S. (2018) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/0767370118773654 · Cited by 8
“Pourtant, l’influence positive de l’accroissement de la participation sur la productivité de l’entreprise et sur la satisfaction du client n’est pas systématique (Bateson, 2002 ; Solomon et al., 1985).”
BackgroundInfluential
Examining relationships among consumer participative behavior, employee role ambiguity, and employee citizenship behavior: the moderating role of employee self-efficacy
Kim, K. A., & Byon, K. K. (2018) · European Sport Management Quarterly · doi:10.1080/16184742.2018.1451906 · Cited by 7
“Role inconsistency takes place in the differences between either (a) employees’ perceptions of their duties and consumers’ expectations of them or (b) consumers’ perceptions of their roles and employees’ expectations of them (Solomon et al., 1985).”
BackgroundMethodInfluential
Role expectations and agency in the audit tendering process
Taminiau, Y., & Heusinkveld, S. (2017) · doi:10.1108/aaaj-10-2015-2258 · Cited by 8
Advancing Collaboration Engineering: New ThinkLets for Dyadic Problem Solving and an Application for Mobile Advisory Services
Schwabe, G., Briggs, R. O., & Giesbrecht, T. (2016) · Hawaii International Conference on System Sciences (HICSS) · doi:10.1109/hicss.2016.102 · Cited by 9
“Service Sciences and Marketing research talk about "service encounters" [31,33] and "value cocreation experience" [25].”
Background
Service Blueprinting: Shifting From a Storyboard to a Scorecard
Szende, P., & Dalton, A. N. (2015) · doi:10.1080/15378020.2015.1051429 · Cited by 8

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

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

Abstract

Overview

Integrity signals

Verification

Claims the paper makes

Claims other papers make about this one

Citations

Cites

Cited by

Metadata

Record

About these checks