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A Role Theory Perspective on Dyadic Interactions: The Service Encounter

A Role Theory Perspective on Dyadic Interactions: The Service Encounter This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing SAGE

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

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References (58)

Publisher
SAGE
Copyright
© 1985 American Marketing Association
ISSN
0022-2429
eISSN
1547-7185
DOI
10.1177/002224298504900110
Publisher site
See Article on Publisher Site

Abstract

This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.

Journal

Journal of MarketingSAGE

Published: Jan 1, 1985

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