The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
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DOI：
10.1177/002224299005400105
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发表时间：
1990-01
影响因子：
12.9
通讯作者：
M. J. Bitner;B. Booms;M. S. Tetreault
中科院分区：
文献类型：
--
作者：
M. J. Bitner;B. Booms;M. S. Tetreault
服务遭遇往往是从顾客的角度出发的服务。作者使用关键事件方法，从航空公司、酒店和餐馆的客户那里收集了700起事件。对事件进行分类，以隔离特定事件和联系员工的相关行为，这些事件和行为导致客户区分非常满意的服务和非常不满意的服务。管理人员和研究人员的主要影响突出。
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.