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 701–800 of 883

The Impact of Customization of TV Home Shopping Mobile Applications on Service Quality and Customer Loyalty
Eum, S., Ahn, C., & Rhim, H. (2019) · Journal of the Korean society for quality management · doi:10.7469/jksqm.2019.47.2.255 · Cited by 3
Service failure and recovery strategies in the Balkans: an exploratory study
Azemi, Y., Ozuem, W., & Lancaster, G. (2019) · Qualitative Market Research · doi:10.1108/qmr-11-2017-0153 · Cited by 3
“…theoretical grounds in extant studies as a means to conceptualise the customer, such as those of role theory, utility theory, and justice theory (Solomon et al., 1985; Wirtz & Mattila, 2004; Ringberg et al., 2007; Rio-Lanza et al., 2009) supports the interdisciplinary explanation embedded…”
BackgroundInfluential
Concept analysis and development of international service
Kaartemo, V. (2018) · doi:10.1080/23311975.2018.1470450 · Cited by 3
Neoclassical and technological catching-up as the channels of the real convergence process in the European Union
Borowiec, I. M. (2017) · doi:10.25103/ijbesar.102.01 · Cited by 3
A Conceptual Framework to Explain Transition of Intercultural Communication Conflict, Social Environment and Personality
Ihtiyar, A. (2017) · doi:10.31039/jomeino.2017.1.1.4 · Cited by 3
“To an extent, encounters that are involved in intercultural communication are considered as the part of intercultural communication conflict (Solomon et al., 1985).”
BackgroundMethodInfluential
Assessing the impact of mystery client traits on service evaluation
Brito, P., & Rambocas, M. (2016) · Journal of Services Marketing · doi:10.1108/jsm-01-2015-0004 · Cited by 3
“Each should understand the other’s positions and predicted role, as role expectations affect service quality and customer satisfaction (Solomon et al., 1985).”
Background
A Study on the Consultant's Pro-social Service Behavior on Relational Embeddedness, Relationship Trust, Relationship Satisfaction and Long-term Relationship Orientation
Shin, D.-J., Hong, J.-W., & You, Y.-Y. (2015) · Journal of Digital Convergence · doi:10.14400/jdc.2015.13.3.95 · Cited by 3
“Solomon et al.(1985)은 고객과 판매원 관계를 구 축하고 그것을 유지시키고 성숙시키기 위해서 관계적 판 매행위를 해야 한다고 주장하고 있다[34].”
Customer Satisfaction in Private Banking
Seiler, V., & Rudolf, M. (2014) · Credit and Capital Markets – Kredit und Kapital · doi:10.3790/ccm.47.3.485 · Cited by 3
Designing for sociability: a relational aesthetic approach to service encounter
Cho, E. (2013) · Designing Pleasurable Products and Interfaces · doi:10.1145/2513506.2513509 · Cited by 3
Understanding satisfying service encounters in retail banking - a dyadic perspective
Gruber, T., & Kania, N. (2013) · International Journal of Services Economics and Management · doi:10.1504/ijsem.2013.054950 · Cited by 3
Relative importance of Service Encounter Quality Dimensions and Customer Satisfactionin Meshkin City’s Mellat Banks
Yazdanpanah, Y., Feizi, M., & Abad, M. (2013) · doi:10.12816/0003660 · Cited by 3
« Parce que vous le valez bien »: une étude du statut perçu par les clients
Sabadie, W. (2010) · Recherche et Applications en Marketing (French Edition) · doi:10.1177/076737011002500401 · Cited by 3
The joint impact of relationship-selling behaviours and switching barriers in professional service contexts
Chen, M. (2009) · International Journal of Services Operations and Informatics · doi:10.1504/ijsoi.2009.023418 · Cited by 3
“Therefore, a high level of social contact between the contact employee and the customer is often necessary for these complex services to be delivered, and the quality of interpersonal interaction between these two parties has been recognised as an important factor in developing customers (e.g. Parasuraman et al., 1985…”
Background
Organizational culture in the casual dining restaurant industry: the impact that culture has on service quality and customers' intentions to return
Koutroumanis, D. A. (2008) · Elsevier eBooks · doi:10.1016/b978-0-08-045081-0.50007-0 · Cited by 3
The impact of marketing communications on customer relationships : an investigation into the UK banking sector
Dalziel, N. (2007) · doi:10.21954/ou.ro.0000ea2d · Cited by 3
An exploratory investigation of the effects of co-production and co-consumption on the characteristics and adoption of service innovations: the customer's perspective.
Zolfagharian, M. (2007) · doi:10.12794/metadc4016 · Cited by 3
Applications of the behavioural homogeneity evaluation framework: The predictive ability of consumer involvement for international food market segmentation
Broderick, A. J., Mueller, R. D., & Greenley, G. E. (2006) · The International Review of Retail Distribution and Consumer Research · doi:10.1080/09593960600980154 · Cited by 4
Network Development and Application in Health Care
Sheppard, L. (2003) · doi:10.1300/j396v24n03_04 · Cited by 3
“Quality delivered by an organisation is determined by the quality inherent in the organisation itself, the potential of service providers and the service encounter (Levitt, 1972; Solomon et al., 1985; Surprenant and Solomon, 1985; Davis, 1995).”
BackgroundResult
Exploring asymmetric effects of service attributes of robots on customer satisfaction in hotels
Zhang, Y., & Li, X. (2026) · Information Technology & Tourism · doi:10.1007/s40558-026-00365-3 · Cited by 2
“According to the service role theory (Solomon et al. 1985), this study positions the role of the robot as both hotel service providers and complementary human employ - ees.”
Problems of participatory processes in policymaking: a service design approach
Díez-Calvo, S., Lidón, I., Rebollar, R., & Gil-Pérez, I. (2025) · Journal of Services Marketing · doi:10.1108/jsm-03-2024-0137 · Cited by 2
UNPACKING SOCIAL INTERACTIONS IN PACKAGE TOURS: A FOCUS ON TOURIST-TO-TOURIST AND TOURIST-TO-TOUR GUIDE INTERACTIONS AND INFLUENCING FACTORS
Tran, P. (2024) · Dalat University Journal of Science · doi:10.37569/dalatuniversity.15.1.1246(2025 · Cited by 2
A model to reconstruct lecturer dilemma in balancing research and teaching responsibilities: A case of one rural university in South Africa
Tsotetsi, C., & Onaolapo, A. (2024) · Interdisciplinary Journal of Rural and Community Studies · doi:10.38140/ijrcs-2024.vol6.04 · Cited by 2
“It acknowledges that individuals are not isolated but are integral parts of larger social systems (Solomon et al., 1985).”
Background
Linking Frontline Employee Self-Efficacy to Customers Service Performance in Healthcare Industry: A Dynamic Capability Perspective
Li, R.-P., Liu, J., Xia, W.-D., & Ma, J. (2023) · Risk Management and Healthcare Policy · doi:10.2147/rmhp.s440120 · Cited by 2
The role of HR indicators on performance of Czech companies: A multi-sector perspective
Zlámalová, J., Abbas, Z., & Candidate (2023) · Quality - Access to Success · doi:10.47750/qas/24.192.39 · Cited by 2
“Since the early 1930s, scholars in human resource management, psychology, social psychology, sociology and organizational behavior have successfully applied role theory (Biddle, 2013; Solomon et al., 1985; Wang & Niu, 2010).”
Background
Social and Situational Influences on Customer Shift Towards Self-Service Technologies
Galdolage, S. (2022) · Advanced technologies · doi:10.31357/ait.v2i1.5498 · Cited by 2
“service encounters were referred to as the context in which interpersonal interactions occurred between the client and the service provider [18] and were described as "the dyadic interaction" between the customer and the service provider [19:87].”
Background
Influence of Role Ambiguity and Conflicts on the Independence Commitment of Internal Auditor
Lamidi, W., Oyekanmi, M., & Kareem, T. (2021) · The Journal of Economic Research & Business Administration · doi:10.26577/be.2021.v138.i4.02 · Cited by 2
“The theory of role is an emphasis on the attitude of individuals as social actors who learn to act according to their public positions (Solomon et al., 1985).”
Background
The effect of airline lounge services on the selection of airline
Curkan, S., & Özkan, E. (2021) · Journal of Multidisciplinary Academic Tourism · doi:10.31822/jomat.789635 · Cited by 2
“Many authors created different definitions for service (Solomon et al, 1985).”
Background
The Influence of Promotional Activities on the Success of Retail Business: A critical review
Chukwudi, O. J., & Aljounaidi, A. (2021) · International journal of science and management studies · doi:10.51386/25815946/ijsms-v4i3p113 · Cited by 2
“Promotion is to persuade and encourage people, associations, or organizations to buy a good or services from a marketing mixture or elements (Solomon, Surprenant, Czepiel, & Gutman, 1985).”
Background
Relationship Between Motivation-enhancing HR Practices and Customer Satisfaction: The Mediating Role of Emotional Intelligence
Azhar, S., Sarwar, F., & Ali, S. (2021) · doi:10.47067/real.v4i2.155 · Cited by 2
Perceptions of the way leaders' emotional intelligence influences teamworking and shared vision
Theodotou, S. S. (2020) · doi:10.21954/ou.ro.00011341 · Cited by 2
“These included the elements chosen, but there were other possibilities, such as role-theory (Solomon et al., 1985) and conceptualisation of emotions (Smith and Lazarus, 1990).”
Background
Customer Perceived Risks and the Choice of Mobile Phone Brand in Ghana
Acheampong, S., Kankam-Kwarteng, C., & Donkor, J. (2019) · European Scientific Journal · doi:10.19044/esj.2019.v15n7p239 · Cited by 2
A Quantitative Analysis of Intercultural Communication and Personality: The Case of Coffee Shop Consumers in Cambodia
Ihtiyar, A., Aras, O. N., & Öztürk, M. (2018) · Perspectives on Asian tourism · doi:10.1007/978-981-13-2463-5_8 · Cited by 2
The Impact of Customer Participation and Expertise on the Co-creation of Value and Customer Trust of Hotel Users.
Yoon, S. (2017) · Tourism Research · doi:10.32780/ktidoi.2017.42.2.131 · Cited by 2
The impact of backstage cues on service evaluation
Liu, Y.-F., Xu, Y.-Z., & Ling, I.-L. (2017) · International Journal of Quality and Service Sciences · doi:10.1108/ijqss-04-2016-0024 · Cited by 2
Assessing the Impact of Service Employees' Nonverbal Sexual Signals on Consumer Attitudes: A Caribbean Perspective
Permell-Hutton, C., & Pacheco, B. G. (2016) · Journal of Global Marketing · doi:10.1080/08911762.2016.1235242 · Cited by 2
Chapter 2. Power in the Implementation of Plurilingual Repertoires
Lüdi, G., Meier, K. H., Kohler, F. S., & Yanaprasart, P. (2016) · Multilingualism and diversity management · doi:10.1075/mdm.4.02lud · Cited by 1
Optimizing the role of tax auditor in attempt to achieve tax revenue target
Setianto, M., & Hamidah, H. (2016) · doi:10.20885/ejem.vol8.iss1.art4 · Cited by 2
The Effects of Nonverbal Communication of Fast Food Restaurant Servers on Customer Loyalty - Focusing on Customer Emotion and Self - Identification -
유, 영., & 박, 이. (2016) · doi:10.20878/cshr.2016.22.3.014014014 · Cited by 2
Communication in Service Encounters
Susskind, A. (2015) · The International Encyclopedia of Interpersonal Communication · doi:10.1002/9781118540190.wbeic222 · Cited by 2
Interactive Quality in Ethiopian Telecom’s Service Encounters: A Dyadic Perspective
Potluri, R., Yigezu, Y., Ansari, R., & Khan, S. (2015) · Journal of Industrial Distribution & Business · doi:10.13106/ijidb.2015.vol6.no1.27 · Cited by 2
Service Delivery Standards (ITIL, COBIT, ETOM, ISO/IEC 20000, Etc.)
Ding, Y. (2015) · doi:10.1002/9781118785317.weom070215 · Cited by 2
Professionalism in Service Marketing: The Role of Standards and Ethics: A Study of the Nigeria Institute of Public Relations
Ndu, O. E. N., Nnolim, D., & Nwaizugbo, C. (2014) · International Journal of Business and Management · doi:10.5539/ijbm.v9n6p213 · Cited by 2
EL PAPEL DE LA EXPERIENCIA PREVIA Y LA JUSTICIA INTERPERSONAL EN EL SISTEMA DE RECUPERACIÓN DEL SERVICIO TRAS UN FALLO
Rojas, O. N. A., & Herrera, C. F. (2013) · Revista española de investigación de marketing · doi:10.1016/s1138-1442(14)60026-7 · Cited by 3
Influence of Job Environment, Job Stress, and Fatigue on Job Satisfaction of Nurse: focused on Medical Treatment Departments of General Hospital
Park, G.-W., & Park, K. (2012) · Journal of Korea Service Management Society · doi:10.15706/jksms.2012.13.5.003003 · Cited by 2
Should Firms Encourage Salespeople to Promote House Brands in Customer Interaction? An Empirical Investigation of Financial Outcomes and Customer Response
Kraus, F., Rajab, T., & Wieseke, J. (2012) · Schmalenbach Business Review · doi:10.1007/bf03396845 · Cited by 2
Exploring the importance of similarity in the perceptions of foreign visitors and local service providers: the case of long-haul pleasure travelers
Agrusa, J., Sizoo, S., & Lema, J. (2012) · doi:10.1080/13606719.2012.711602 · Cited by 2
“Closely associated with role theory is script theory, also based on the dramaturgical metaphor (Solomon et al., 1985).”
Background
Using Expressive Text in Research to Interpret and Portray Lived Experience: Lived Experience in Hospitality Receptionist Work
Wijesinghe, G. (2012) · doi:10.1108/s1871-3173(2012)0000006009 · Cited by 2
The Meaning of the University Experience: A Service Science Approach
González, J. A. (2012) · International Conference on Exploring Services Science · doi:10.1007/978-3-642-28227-0_26 · Cited by 2
The Effect of Customer-to-Customer Interactions on the Preference of Fashion Purchase Environment
Chung, I. (2011) · doi:10.5850/jksct.2011.35.12.1497 · Cited by 2
“In the domain of services marketing, interactions between service provider and customer have been considered as critical elements of customer satisfaction with services and customer perception of service quality (Fisk et al., 1993; Solomon et al., 1985).”
Background
The impact of culture values on customer perceptions of service encounter and reactions to service failure and recovery
Bao, G.-M., & Zhang, S. (2011) · International Conference on Artificial Intelligence, Management Science and Electronic Commerce · doi:10.1109/aimsec.2011.6010242 · Cited by 2
“The final result of inter-cultural service encounters may be an unpleasant customer and a depressed service provider, and lost business opportunity [8].”
Background
Exame da confiança interpessoal baseada no afeto
dos Santos, C. P., & Terres, M. D. S. (2011) · Revista de Gestão · doi:10.5700/rege434 · Cited by 4
A Study on Customer Relationship Management in Consumer Markets: Grandiosity or Reality?
Gupta, A. (2011) · Asia Pacific Business Review · doi:10.1177/097324701100700213 · Cited by 2
“Relationships develop through interaction (cf. Czepiel, 1990; Ford, 1997; Solomon et al., 1985).”
Background
Learning Service Experience from the Service Encounter of a Retailing Chain Storefront
Lin, F.-R., Po, R., & Orellan, C. (2010) · Hawaii International Conference on System Sciences · doi:10.1109/hicss.2010.252 · Cited by 2
Salesperson's Customer Orientation: A Reconceptualization and a New DefinitionPreprint
Singh, R., & Koshy, A. (2008) · SSRN Electronic Journal · doi:10.2139/ssrn.1144166 · Cited by 2
“…on adaptive selling suggests that effective salespeople work smarter rather than harder (e.g. Sujan 1986; Dixon et al 2001) and enacting a learnt set of appropriate behaviors increases the probability of goal attainment (e.g. Solomon et al 1985; Lichtenstein and Brewer 1980; Leigh and McGraw 1989).”
Background
Designing a Game to Model Consumer Misbehavior
Drennan, P., Keeffe, D. A., Russell-Bennett, R., & Drennan, J. (2007) · DiGRA Conference · doi:10.26503/dl.v2007i1.253 · Cited by 2
The Role of Written Provider Communication in External Client Participation
Dellande, S., & Taylor, G. (2004) · Health Marketing Quarterly · doi:10.1300/j026v21n04_03 · Cited by 2
“Role theory states that the social interactions between two people in an exchange are determined by the roles each adopts (Broderick, 1998; Solomon et al. 1985).”
Background
Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore
Jeng, D., & Kuo, S. F.-W. (2012) · Service Business: An International Journal · doi:10.1007/s11628-012-0154-x · Cited by 1
Unraveling the unintended effects of social support on social networking sites: an integration of social exchange and role theories
Zhang, Y., & Sun, Y.-Q. (2026) · Current Psychology · doi:10.1007/s12144-026-09581-w · Cited by 1
“A role is a relatively standardized set of social cues, such as duties, requests, and expectations (Solomon et al., 1985) based upon the situations in which people are embedded and the groups with which they interact (Anglin et al., 2018; Liu et al., 2020 ).”
Does the Tourist Appreciate Your Employees? Prioritizing Service Employee Improvements Based on User-Generated Content Mining
Hu, F., Jin, Y., Niu, Y., & Chen, K. (2024) · SAGE Open · doi:10.1177/21582440241254902 · Cited by 1
“Within the context of service encounters, this theory suggests that these encounters entail social interactions characterized by well-defined roles and prescribed scripts (Solomon et al., 1985).”
Automation of Frontline Service Encounters: A Script Theory Perspective
Nguyễn, C. (2022) · Portland International Conference on Management of Engineering and Technology · doi:10.23919/picmet53225.2022.9882805 · Cited by 1
“In service research, Solomon et al. [6] propose that people with more elaborate scripts are more resisting of radical changes.”
BackgroundMethodInfluential
Personal Judgments and Emotional Reactions towards Online based Self-Service Technologies
Galdolage, B. S. (2021) · Asian Journal of Management Studies · doi:10.4038/ajms.v1i2.33 · Cited by 1
“…of Sri Lanka Even though conventionally, the service encounter was narrowly limited to a physical place where customers and the service providers meet each other (Solomon et al., 1985), customers can now perform many transactions at arm’s length while staying in their convenient locations.”
Background
An exploratory assessment of callings: the importance of specialization
Cain, C., Cain, L., Busser, J., & Kang, H. (2021) · International Hospitality Review · doi:10.1108/ihr-04-2021-0030 · Cited by 1
“Role theory and the service encounter Role theory explains that individuals assume various work and societal roles and, much like actors, learn how best to behaviorally play their parts in their respective lines of work (Graham et al., 2004; Jang and Zippay, 2011; Solomon et al., 1985).”
Background
Physical appearance stereotypes for service occupations
Dean, D. H. (2020) · doi:10.1108/jcm-10-2019-3443 · Cited by 1
Value creation in category management relationships in theUK grocery market
Benson, M. (2020) · doi:10.7190/shu-thesis-00327 · Cited by 1
“…the framework describes the service system; considered an overarching context of various levels and presented in terms of the action and structural realms, and in time—past, present, and future (Vargo and Lusch, 2014, see also Bourdieu, 1990; Giddens, 1984; Pettigrew, 1997; Solomon et al., 1985).”
Background
The Effects of Service Employees’ Emotional Labor on Customer Loyalty in Wealth Management Service Organization
Shi, Y., Bao, X., Ma, C., & Wei, W. (2020) · Journal of Service Science and Management · doi:10.4236/jssm.2020.133033 · Cited by 3
“The problem-solving skill of service employees is the result of their individual personality traits and their perceptions of the social interaction with customers during the service encounter (Hartline et al., 2003; Solomon et al., 1985).”
Background
The Effect of Service Employees’Emotional Intelligence on Service-Oriented OCB through Deep Acting
Yang, Y., Ahn, H.-K., & Shin, H.-C. (2018) · Journal of the Korean society for quality management · doi:10.7469/jksqm.2018.46.3.659 · Cited by 1
Understanding generalisability from network-conscious service design projects
Overkamp, T., Čaić, M., Holmlid, S., Mahr, D., & Odekerken-Schröder, G. (2018) · ServDes 2018: Service Design Proof of Concept · doi:10.21606/servdes2018.40 · Cited by 1
Difference between Consumers’ and Front-line Workers’ Perceptions on Consumer Complaint Behavior with Hateful Intentions: Based on the Personal and Social Factor
Kim, H., & Lee, S.-S. (2018) · doi:10.6115/fer.2018.002 · Cited by 1
“본 연구에서는 제품이나 서비스를 제공하는 사업자와 이를 이 용하는 소비자의 상호작용이 이루어지는 서비스 접점(service encounter)은 소비경험을 형성하고 그것을 평가하는 데 있어 중요 하고(Solomon et al., 1985), 이때 서비스제공자의 커뮤니케이션 이 소비자와의 상호작용의 출발이며(Choi & Lee, 2009) 상호작용 의 질을 결정한다는 관점에서(Kan et al, 2010; Worthington et al., 2000) 소비자 상담 업무 담당자를 사업자라 칭하고 소비자 집 단의 비교 집단으로 정하였다.”
The Effect of Human Brand Characteristics of Customer Service Employees on Brand Attitude
박, 소., & 김, 용. (2017) · doi:10.29214/damis.2017.36.4.011 · Cited by 1
Mega Sporting Events and Technology: The Role of Social Networks in Co-creating Value for the Olympic Games
Varriale, L., Perna, G., & Ferrara, M. (2017) · International Conference on Exploring Services Science · doi:10.1007/978-3-319-56925-3_27 · Cited by 1
Trust Me, I’m a Doctor: Understanding Clinician’s Experiences of Service Separation and Trust Formation in Telehealth
Green, T. (2017) · The University of Queensland · doi:10.14264/uql.2017.492 · Cited by 2
S'approprier le service pour co-créer de la valeur : une étude empirique dans le secteur de la santé
Mifsud, M. (2016) · doi:10.70675/b17dadeez3b3dz4af4z8e17z406663f08599 · Cited by 1
Chapter 3. From language regimes to multilingual practices in different settings
Lüdi, G. (2016) · Multilingualism and diversity management · doi:10.1075/mdm.4.03lud · Cited by 1
PluriMobil meets dylan – Practical resources for supporting intercultural and plurilingual learning in vocational student mobility
Cuenat, M. E., & Meier, K. H. (2016) · Multilingualism and diversity management · doi:10.1075/06.2egl · Cited by 3
Influence of Store Atmospherics on Retail Store Patronage: A Study of Apparels and Lifestyle Products
Sharma, R., & Sharma, N. (2016) · Abhigyan · doi:10.1177/0970238520160204 · Cited by 1
“There are multiple of studies in retail literature which found relation between retail patronage and various store attributes such as creative space design (Kent, 2006), characteristics of employees (Baker, 1992), attributes of consumer (Solomon et.al., 1985) etc.”
Background
Effects of Culture on Service Encounters & Customers’ Satisfaction
Ahmed, M., Wang, A.-M., & Ullah, A. (2016) · doi:10.24212/2179-3565.2016v7i2p41-46 · Cited by 1
Study on the behavioral model of co-creation by customers
Kim, N. R., Hong, S., Kim, J. H., & Park, S. (2016) · doi:10.9723/jksiis.2016.21.2.059 · Cited by 1
“마케팅 분야에서는 생산과 전달 과정에서 필수 적인 고객 참여에 대한 개념에 관한 Solomon et al.(1985)[22]의 연구 이후 기업 조직의 종업원 혹 은 종업원화된 고객으로서의 참여연구가 본격화 되었다.”
Health Care Customer Creativity
Snyder, H. (2016) · Linköping studies in science and technology. Dissertations · doi:10.3384/diss.diva-125723 · Cited by 1
Contextual Influences＂ Online Service Failure and Recovery Strategies
Azemi, F., Ozuem, W., & Azemi, Y. (2015) · Chinese Business Review · doi:10.17265/1537-1506/2015.08.002 · Cited by 1
“The closer the employee is to the intra-and inter-roles, the more positive the provider-customer encounter will be (Solomon et al., 1985).”
Influential
Study of a Local Festival through Differences and Responsive to the Effects of Selected Customer Lifestyle Attributes - Pocheon Beef Ribs Barbecue Festival -
송, 수. (2015) · doi:10.20878/cshr.2015.21.4.019019019 · Cited by 1
A Study on the Activities of Touch Point and Consumer Information Search in the Multimedia Environment
Baek, H., & Kim, J. H. (2015) · International Conference on Multimedia and Ubiquitous Engineering · doi:10.14257/ijmue.2015.10.7.32 · Cited by 1
“The customer touch point service can be defined as direct interactions among people [5].”
Background
CONTROLANDO O INCONTROLÁVEL: A APLICAÇÃO DAS REGRAS DE ATENDIMENTO NA CONSTRUÇÃO DA COMPREENSÃO MÚTUA ENTRE CLIENTES E ATENDENTES EM UM CALL CENTER
de Souza, J., Ostermann, A. C., & Borges, M. D. L. (2015) · doi:10.1590/1982-4017-150101-0214 · Cited by 1
O Gerenciamento do Funcionário de Linha de Frente sob a Ótica da Qualidade de Serviços - Um Estudo de Caso em um Centro Automotivo
Gosling, M. D. S., Dias, M. P., & Resende, L. (2015) · doi:10.7177/sg.2015.v10.n1.a4 · Cited by 1
Research on the Effects of a Consultant's Nonverbal Communications on a Client's Evaluation.
Shin, D.-J., Lee, S.-K., & You, Y.-Y. (2015) · Journal of Digital Convergence · doi:10.14400/jdc.2015.13.3.167 · Cited by 1
Les effets de la contrefaçon sur le comportement d'achat de la marque de luxe en termes d'expérience et de relation à la marque
Mourad, S. (2014) · theses.fr (ABES) · doi:10.70675/fff1fa7az3699z4226z903fz3d10511c217b
“Dans des situations de forte implication, les consommateurs recherchent plutôt à acquérir un bénéfice personnel, expérimental et symbolique qu’à maximiser les fonctionnalités du produit (Soloman et al., 1985).”
Background
Service Science Fundamentals
Qiu, R. (2014) · doi:10.1002/9781118551820.ch4 · Cited by 1
THE ROLE OF COGNITIVE SCRIPTS IN THE ORGANIZATION OF CAMPUS TOURS
Chiang, W.-W., Tu, F., & Liu, C.-J. (2014) · Journal of Baltic Science Education · doi:10.33225/jbse/14.13.33 · Cited by 1
“Solomon et al. (1985) posited that service encounter is the psychological representation of the interaction between providers and recipients of service, with each party playing a specifi c role to achieve a specifi c aim.”
BackgroundInfluential
A Study on the Process Encounter for Service Quality Control: Focusing on franchise restaurant
김, 상. (2013) · doi:10.15722/jds.11.8.201308.25 · Cited by 1
The Influence of the Car Master’s Recognized Core Capability level in Achieving Customer Satisfaction: Emphasis on Mediating Effect of Moment of Truth Quality
안, 성., 황, 희., & Song, I.-A. (2013) · doi:10.15722/jds.11.4.201304.37 · Cited by 1
Take It Back: The Impact of Dynamic Consumer Goals in Return and Exchange Interactions
Droms, C. M. (2013) · doi:10.1080/15332969.2013.739944 · Cited by 1
Die Auswirkungen von Corporate Social Responsibility und Organisationsstolz auf Mitarbeiter im Kundenkontakt
Rhein, M. (2012) · DepositOnce · doi:10.14279/depositonce-3428 · Cited by 2
LA AUTOMATIZACIÓN EN EL SECTOR TERCIARIO: evolución del service encounter
Diz-Comesaña, E., & González, B. (2012) · doi:10.5329/recadm.20121101004 · Cited by 1
“…investigadores han analizado la interacción que se produce entre el cliente y los empleados en el service encounter (Bowen & Schneider, 1985; Solomon et al., 1985; Surprenant & Solomon, 1987; Bitner et al., 1990; Lewis & Entwistle, 1990; Rafaeli, 1993; Mohr & Bitner, 1995; Price, Arnould, &…”
Background
Effect of Salesperson's and Customer's Nonverbal Communication at Service Encounter
김경애, Parkmansuk, Park, J.-B., & kimSangHee (2011) · Management & Information Systems Review · doi:10.29214/damis.2011.30.4.003
Subsistema de operaciones en empresas de servicios: Una reflexion teórica
Comesaña, D., & Eva, M. (2011) · doi:10.31876/revista.v10i32.10420 · Cited by 1
“Intervienen, por tanto, tres elementos -cliente, personal en contacto y organización- que interactúan entre sí (Bateson, 1985a: 76; Solomon et al.,1985), teniendo cada uno sus prioridades y objetivos, entre los que pueden surgir diversos conflictos en ocasiones difíciles de reconciliar2.”
Background
A System Dynamics Approach for Modeling Service Recovery
Hsieh, Y.-H. (2011) · 2011 Eighth International Conference on Information Technology: New Generations · doi:10.1109/itng.2011.148 · Cited by 1
Facilitating Service Co-Production: A Dramaturgical Perspective
Hatami, Z. (2011) · Nordes · doi:10.21606/nordes.2011.037 · Cited by 1
“As service encounters are dyadic human interactions (Solomon et al. 1985), the understanding of the service interactions can greatly inform service design and provide the required framework for staging effective coproductive roles.”
Background
Effect of Service Encounter and Service Quality, Customer Satisfaction in the Golf Rage
Lee, S.-H. (2009) · doi:10.5392/jkca.2009.9.1.428 · Cited by 1
Flow-Erleben bei persönlich erbrachten Dienstleistungen
Tunder, R., & Irion, T. (2007) · doi:10.1007/s12354-007-0016-y · Cited by 1
Contextual Influences on the Decision Making Role of Salaried Managers in Small Businesses
Dunning, A. (2007) · doi:10.5172/ser.15.2.68 · Cited by 1
A Canonical Correlation Analysis on Importance Ratings between the Host Country Evaluation Attributes and the Convention Service Evaluation Attributes
Ro, Y., & Um, S. (2006) · doi:10.1080/15980634.2006.11434588 · Cited by 1

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