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ArticleMitigating the effect of service encounters

Ruth N. Bolton1992

Article1992

Mitigating the effect of service encounters

Ruth N. Bolton · James Howard Drew

122 citations·0/0 files stored·Marketing Letters

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1983Classifying Services to Gain Strategic Marketing Insights 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes 1987Predictability and Personalization in the Service Encounter

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2003A conceptualization of the relationships between service quality and visitor satisfaction, and their links to destination selection 2006The moderating role of familiarity in rural tourism in Spain 2006Interactional service failures in a pseudorelationship: The role of organizational attributions 2007A proposed multi‐dimensional approach to evaluating service recovery 2004A Mathematical Model of Service Failure and Recovery Strategies*

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Year1992

Typearticle

Published1992-01-01

VenueMarketing Letters

ISSN-L0923-0645

Languageen

Citations122

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/bf00994081

openalex_workW2091023964

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2004Effects of Extrinsic Attributes on Perceived Quality, Customer Value, and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries

1997Fixing service failures

2008Satisfaction in performing arts: the role of value?