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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
DOI 10.2307/1251180
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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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Crossref · 10.1177/002224298504900110

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Research works printed but not linked: 72

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Metadata

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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