Service behaviors that lead to satisfied customers

Service behaviors that lead to satisfied customers Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Service behaviors that lead to satisfied customers

European Journal of Marketing, Volume 34 (3/4): 19 – Apr 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090560010311920
Publisher site
See Article on Publisher Site

Abstract

Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management.

Journal

European Journal of MarketingEmerald Publishing

Published: Apr 1, 2000

Keywords: Services marketing; Consumer behaviour; Service quality; Customer satisfaction

References

  • Determinants of customer satisfaction with hospitals: a managerial model
    Andaleeb, S.
  • Service encounter dimensions – a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel
    Chandon, J‐L.; Leo, P‐Y.; Philippe, J.
  • A comparison of service delivery processes of different complexity
    Danaher, P.J.; Mattsson, J.
  • Enhancing service personnel effectiveness through the use of behavioral repertoires
    Dobni, D.; Zerbe, W.; Ritchie, J.R.B.
  • Emotional Intelligence
    Goleman, D.G.
  • Managing Cultural Differences
    Harris, P.; Moran, R.
  • International services marketing: a comparative evaluation of the dimensions of service quality between developed and developing countries
    Malhotra, N.; Ugaldo, F.; Agarwal, J.; Baalbaki, I.
  • Consumer responses to health care: women and maternity services
    Proctor, S.; Wright, G.
  • Critical services dimensions: an empirical investigation across six industries
    Wels‐Lips, I.; van der Ven, M.; Pieters, R.

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