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ArticleCreating Positive Service Encounters

Andrew John Lockwood1989

Article1989

Creating Positive Service Encounters

Andrew John Lockwood

43 citations·0/0 files stored·Cornell Hotel and Restaurant Administration Quarterly

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

Abstract

Contrary to common belief, managers can exert control over what takes place in service encounters

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References

1986Operations management in service industries and the public sector

Cited by

2007Gender Stereotypes and Service Quality in Customer–Waitperson Encounters 2022The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability 2007Employee—Customer Linkages: A Social Identification Perspective in a Hotel Industry Context 1999Young adult development in hospitality management schools which offer craft based learning

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Details

Year1989

Typearticle

Published1989-02-01

VenueCornell Hotel and Restaurant Administration Quarterly

ISSN-L0010-8804

Languageen

Citations43

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1177/001088048902900411

openalex_workW2120539481

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