Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination

Stephen J. Grove · Raymond P. Fisk · Michael J. Dorsch

180 citations0/0 files storedService Industries Journal

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Customer Service Quality and Loyalty Theatre and Performance Studies Emotional Labor in Professions

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(1998). Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination. The Service Industries Journal: Vol. 18, No. 3, pp. 116-134.

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1956The Presentation of Self in Everyday Life.1985A Conceptual Model of Service Quality and Its Implications for Future Research 2023The Presentation of Self in Everyday Life 1996The Behavioral Consequences of Service Quality 1975Frame Analysis: An Essay on the Organization of Experience.1992Measuring Service Quality: A Reexamination and Extension 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1994Marketing Research: An Applied Orientation

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2008Effects of Theatrical Elements on Experiential Quality and Loyalty Intentions for Theme Parks 2016The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings 2008The impact of other‐customer failure on service satisfaction 2002Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters 2014How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

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