Compatibility Management: Roles in Service Performers

Charles A. Pranter · Charles L. Martin

111 citations0/0 files storedJournal of Services Marketing

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

Abstract

Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility′s physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory research which identified ten roles a service provider can play: Environmental Engineer, Teacher, Rifleman, Cheerleader, Police Officer, Detective, Santa Claus, Matchmaker, Legislator.

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2017Engagement valence duality and spillover effects in online brand communities 1995Customers as oral participants in a service setting 2010A CIT investigation of other customers' influence in services 2001Building customer relationships: an inventory of service providers’ objectives and practices 2005Building a University Brand Community: The Long-Term Impact of Shared Experiences 1999Observable Oral Participation in the Servuction System 2020Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate 2002Erratum

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