The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner; Bernard H. Booms; Mary Stanfield Tetreault

doi:10.1177/002224299005400105

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner¹; Bernard H. Booms²; Mary Stanfield Tetreault³

¹ Arizona State University · ² College of Business and Economics, Seattle Center for Hotel & Restaurant Administration, Washington State University. · ³ George Mason University

Journal of Marketing 1990

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.

DOI: 10.1177/002224299005400105
Volume: 54 (1)
Pages: 71-84
Language: en
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Sources: crossref