Going to Extremes: Managing Service Encounters and Assessing Provider Performance
Going to Extremes: Managing Service Encounters and Assessing Provider Performance
复制标题
DOI：
10.1177/002224299505900207
复制
发表时间：
1995-04
影响因子：
12.9
通讯作者：
Linda L. Price;E. Arnould;P. Tierney
中科院分区：
文献类型：
--
作者：
Linda L. Price;E. Arnould;P. Tierney
作者提出了一个框架，分析和比较服务接触使用三个被忽视的维度持续时间，情感内容和空间接近。他们专注于服务接触，落在这三个维度的极端，称为扩展，情感充电，亲密（EAI）的遭遇。采用定性和定量的数据，他们开发的措施，服务提供商的性能和测试的结构模型的服务提供商的性能，情感反应和服务满意度之间的关系，EAI的遭遇。
The authors advance a framework for analysis and comparison of service encounters using three neglected dimensions—duration, affective content, and spatial proximity. They focus on service encounters that fall at the extreme of these three dimensions, termed extended, affectively charged, intimate (EAI) encounters. Employing qualitative and quantitative data, they develop measures of service provider performance and test a structural model of the relationships among service provider performance, affective response and service satisfaction for EAI encounters.