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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“This concept is what Solomon et al. (1985) suggested when discussing the importance of role performance.”
Background
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Bolinger, J., Martin, A. M., & Rankin, Y. A. (2011) · Annual SRII Global Conference · doi:10.1109/srii.2011.74 · Cited by 4
“Service organizations are dependent on processes for self-governance that enable them to remain responsive, effective, and less prone to error [1, 7, 8].”
Background
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“No entanto o modo como os clientes e funcionários vêem os encontros de serviço pode ser mais congruente, quando as duas partes compartilham as expectativas de papéis uma da outra e os roteiros do serviço são bem definidos (Bitner et al ., 1997, Solomon et al ., 1985).”
Background
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“Role theory (Solomon et al., 1985) describes how satisfaction is”
Background
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“Service providers have long struggled to address the tensions inherent in the ef ﬁ ciency versus personalization dilemma (Solomon et al. 1985).”
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“Roles are socially defined positions with a set of expected behavior (Solomon et al., 1985) and scripts are structures that guide the expected behaviors (Schank & Abelson, 1977).”
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“The role theory principles suggest that when they are at work, employees must follow a reasonably standardized set of practices (Solomon et al., 1985).”
Background
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“Crucially, Solomon et al. (1985) argued that the adopted roles affect consumer service satisfaction.”
BackgroundMethodInfluential
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“Because of the dyadic nature of service encounters (Solomon et al., 1985), FLEs are key in shaping service experiences and importantly contribute to shaping customers’ perceptions of service quality (Alexiadou et al., 2017; Svensson, 2006).”
Background
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“In this study, we focus on high contact healthcare services where both patient and physician play an important role in determining patient satisfaction with the encounter (Solomon et al., 1985).”
BackgroundInfluential

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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