eBook - PDF
Evaluating the impact of other customers on service experiences - A replication and extension
- 166 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Evaluating the impact of other customers on service experiences - A replication and extension
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Yes, you can access Evaluating the impact of other customers on service experiences - A replication and extension by Julia Grillmair in PDF and/or ePUB format, as well as other popular books in Business & Supply Chain Management. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- 1. Introduction
- 2. Background to the Research
- Prior to elaborating on the concept of “service experience”, it is vital to define the term “service encounter”.
- The “service encounter” is one of the most central and controversial concepts in the services marketing literature and is of paramount importance to the topic of the present investigation.
- Various definitions of the term “service encounter” have been proposed by researchers.
- While Surprenant and Solomon (1987, p.87) describe the “service encounter” as “the dyadic interaction between a customer and a service provider”, Shostack (1985) defines the “service encounter” as “a period of time during which the customer directly interacts with a service” (Shostack 1985, p.243).
- 2.2.2.1. Definition
- 2.2.2.2. The Importance of Service Encounter Evaluations in Services Marketing Research
- 2.2.2.3. Elements Influencing Service Experiences
- 2.2.2.3.1. The Impact of the Service Environment on Service Experiences
- 2.2.2.3.2. The Impact of Service Contact Employees on Service Experiences
- 2.2.2.3.3. The Impact of Other Customers on Service Experiences
- 3. Literature Review
- 3.1.2.1. Literature on the Existence, Frequency and Type of Customer-to-Customer Interactions
- 3.1.2.2. Literature on the Impact of Customer-to-Customer Interactions on Service Experiences
- 4. Methodology
- 5. Results
- 6. Discussion
- 7. Managerial Implications
- 8. Limitations
- 9. Directions for Further Research
- 10. Conclusion
- References
- Appendices