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Observable Oral Participation in the Servuction System · Study

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ArticleObservable Oral Participation in the Servuction System

Barry J. Davies1999

Article1999

Observable Oral Participation in the Servuction System

Barry J. Davies · Steve Baron · Kim Harris

85 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

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References

1995Going to Extremes: Managing Service Encounters and Assessing Provider Performance 1952Content analysis in communications research 1989Compatibility Management: Customer‐to‐Customer Relationships in Service Environments 1985Self-service consumer: An exploratory study.1995Unacquainted influencers: When strangers interact in the retail setting 1996Consumer‐to‐Consumer Relationships: Satisfaction with Other Consumers' Public Behavior 1992The Service Experience As Theater 1996Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers

Cited by

2021The effects of social commerce environmental characteristics on customers’ purchase intentions: The chain mediating effect of customer-to-customer interaction and customer-perceived value 2017Service Climate as a Moderator of the Effects of Customer-to-Customer Interactions on Customer Support and Service Quality 2002Erratum 2009The hospitality of the host: A cross-cultural examination of managerially facilitated consumer-to-consumer interactions 2008

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Year1999

Typearticle

Published1999-01-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations85

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(97)00177-x

openalex_workW1985431398

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The influence of customer-to-customer interactions and role typology on customer reaction

2011The effects of respect and rapport on relationship quality perception of customers of small healthcare firms

1999“What sort of soil do rhododendrons like?” ‐ comparing customer and employee responses to requests for product‐related information

2002A generic model and design representation technique of service products