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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Merton, R. K. (1957) · The British Journal of Sociology · doi:10.2307/587363 · Cited by 947

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이, 은., 이, 보., & 안, 선. (2011) · doi:10.20878/cshr.2011.17.2.010
A TEORIA DOS PAPÉIS E A DRAMATURGIA DO ENCONTRO DE SERVIÇO MÉDICO-CLIENTE
Pinheiro, K. B. P., de Freitas, A. A. F., & Mazza, A. C. A. (2010) · doi:10.14210/alcance.v17n3.p226-237
“Numa leitura dentro da área de marketing, Solomon et al. (1985) descrevem que a abordagem da Teoria dos Papéis enfatiza a natureza humana como atores sociais.”
BackgroundInfluential
Empirical Analysis of Factors Influencing Service Encounter Quality of Hospital Health Center: A Case of Hangzhou
Li, J.-H., & Liu, X. (2009) · 2009 International Conference on Information Management, Innovation Management and Industrial Engineering · doi:10.1109/iciii.2009.150
“Solomon (1985) is the first person who put forward the definition of service encounter which is defined as “the face-to-face interaction between service provider and acceptor during the process of service consumption” [2].”
Background
The effects of nonverbal communication on tourist satisfaction in small & medium sized museum service
김, 영., & Suh, Y.-K. (2009) · doi:10.17053/jcc.2009.12.3.005
Facteurs déterminants de la satisfaction des utilisateurs d'un service nécessitant un face à face client-prestataire
Nguyễn, N., & Leblan, G. (2009) · doi:10.1111/j.1936-4490.1994.tb00064.x
An Analysis of the Differences in Market Directivity and Customer Satisfaction Based on Customer Participation Strategies in Developing Food service Products
정, 정., Man, S., & Lee, S. (2009) · doi:10.20878/cshr.2009.15.1.009
Introduction
Polsky, A. J. (2008) · Polity · doi:10.1057/pol.2008.13
“…importance of monitoring the service encounter, as a method to inform management about needed changes, was pointed out during the rapid growth of the U.S. service sector (Parasuraman, Zeithaml and Berry, 1985; Shostack, 1987; Solomon et al., 1985; Surprenant and Solomon, 1987; Bitner et al., 1990).”
Method
Hospitality customers: their roles in service blueprints
Canziani, B. (2008) · Elsevier eBooks · doi:10.1016/b978-0-7506-8753-9.50008-1
“(Solomon et al. 1985) or single customer–server interaction where”
BackgroundInfluential
Level of Supervision and Productivity of Retail Outlets
Lee, S.-Y. (2008) · doi:10.15843/kpapr.22.1.200802.1
A RELAÇÃO ENTRE AS CARACTERÍSTICAS PESSOAIS DOS FUNCIONÁRIOS DE CONTATO EM SERVIÇOS E AS ESTRATÉGIAS UTILIZADAS NO GERENCIAMENTO DA RECLAMAÇÃO
de Souza, A. F., Fonsêca, F. R. B., & Leão, A. L. M. D. S. (2005) · RAM. Revista de Administração Mackenzie · doi:10.1590/1678-69712005/administracao.v6n3p119-136
Service Quality Indicators in Physical Therapy Services
Sheppard, L. (2003) · Services Marketing Quarterly · doi:10.1300/j396v25n01_03
“This agrees with the work of Solomon et al. (1985) and Shostack (1977).”
Result
Enhancing Service Production And Service Quality
Govender, K. (2002) · doi:10.4102/sajip.v28i1.36

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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