Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service... Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face‐to‐face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239710161088
Publisher site
See Article on Publisher Site

Abstract

Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face‐to‐face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 1997

Keywords: Customers; Factor analysis; Interaction; Personnel; Service; Service quality

References

  • HRM, a service perspective: towards a customer focused HRM
    Schneider, B.
  • The role of rites of integration in service delivery
    Siehl, C.; Bowen, E.D.; Pearson, M.C.

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