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/lp/emerald-publishing/the-role-of-rites-of-integration-in-service-delivery-R14ESXKKhC
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1991 MCB UP Ltd. All rights reserved.
- ISSN
- 0956-4233
- DOI
- 10.1108/09564239110140311
- Publisher site
- See Article on Publisher Site
Abstract
Rites of integration can establish the appropriate level of psychological involvement between service providers and customers during the service encounter. This facilitates customers sharing information necessary for service production and the favourable evaluation by customers of the cues they perceive during the service delivery process. The design of alternative rites that result in varying levels of involvement are described, as are the consequences associated with customers having their expectations of involvement confirmed or disconfirmed.
Journal
International Journal of Service Industry Management – Emerald Publishing
Published: Apr 1, 1991
Keywords: Customers; Service industries; Information exchange; Services marketing; Integration