Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 18 of 18 for “"Service encounter"”.
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Customers' behavioural contribution to the service encounter
The dyadic nature of the service encounter suggests that the service output essentially arises from the coordinated efforts of customers and service employees. In this view, the services marketing literature has recently trended towards incorporating customer positive behaviours into the study of …
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The hotel guest questionnaire: an assessment of its role as a service encounter interface
… study on hotel stakeholder behaviour uses a 'service innovation' approach to investigate how the hotel guest questionnaire can function in a way not previously considered in the hospitality management literature. viz as a remote service encounter interface between the hotel management and …
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Managing service quality by managing the service encounter : the effects of organizational socialization strategies
… primarily to develop a conceptual model of service quality showing the Organizational Socialization-Service Quality linkage. Two organizational socialization strategies, namely, Formal and Informal socialization were conceptualized to influence the participants in the service encounter (the …
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Managing service quality by managing the service encounter : a case study of commercial banks in South Africa
… Formal and Informal, on the participants in the service encounter; more specifically on service quality. A mail survey by means of self administered questionnaires was conducted among a matched sample of 210 front-line employees and 1050 customers in three major commercial banks with national …
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The Role of Psychological Distance in Influencing Consumer’s Future Behavioural Intention in A Digital Service Encounter: A Cross-National Investigation of Motor Insurance – UK And Nigeria
… has brought about profound changes in service settings, prompting a central focus in contemporary service marketing literature on understanding how technology reshapes service encounters and interactions. This digital transformation in the financial services sector has driven firms to …
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The role of firm resource demand in shoppers' service experiences
… resources to increase the economic value of the service exchange. However, positive outcomes for a firm are not solely based on demanding more resource inputs from customers. In order to achieve a satisfactory service encounter for the firm and the customer, a firm must understand how a customer …
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The impact of service providers' emotional displays on service evaluation : evidence of emotional contagion
… Six, a model of the emotion system of the service encounter is developed. In part, it represents a conceptualization and a substantial and substantive extension of Hochschild's (1983a) work on emotional labor . The model not only accounts for the emotional reactions of consumers to the …
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The Applicability of the Human Sigma Model to Service Quality Management in the UK Tourism Industry: an operational analysis
The dominant focus in the service quality literature in general, and within the tourism and hospitality sector service literature in particular, has been on the drivers of customer-perceived service quality. That is, although the role of front-line employees in service quality has been …
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An evaluation of hotel service by employees and guests and its internal marketing implications
… who agree on what is expected to occur in the service encounter; Importance-Performance Analysis was the tool utilized to analyze data collected through a survey of employees and guests on certain services at the hotel. Once these attributes were rated, the guest and employee responses were …
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The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice …
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The role of ethnicity in consumer evaluation of services : a study of retail banking in the UK
… ethnicity in shaping consumers' perceptions of service in the context of retail banking. This study employed a qualitative exploratory approach, and adopted an interpretative and subjective stance with emphasis on meaning and experience. Data were collected from 30 individuals via in-depth …
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Baristas: The artisan precariat
… social status ascribed to workers within the service work triadic relationship (customers, coworkers/managers and workers). The higher the level of skill or social status, the greater the capacity of workers to experience more autonomy in their work and/or access improved working conditions. …
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Perceptions of Service Quality: Evidence for the Validity and Inseparability of Customer Reported Experiences and True Quality
… have long relied on customer perceptions of service encounters to represent the "true" underlying quality. Researchers and practitioners in healthcare, on the other hand, have long dismissed customer perceptions as a credible measure of service quality. We built a quality framework designed …
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Uneasy Tensions in Health Care Delivery in a Rural Appalachian Coal Mining Community: Envisioning Alternative Solutions
… community, with the ultimate goal of envisioning service design and distribution strategies that might better serve disadvantaged populations. Consistent with the change-oriented goal of this research, a feminist approach guided this study. Women's everyday experiences in managing their health …
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Bilingualism in a functional perspective : the language and content learning of immigrant entrepreneurs
… workshop discourse, and the English class and service encounter discourse. Pursuing purpose two, part two of the study compares the Language Socialization model with two models of code-switching as it relates to functional variation of discourse: (1) Guthrie (1983), and (2) Faerch (1985). Model …
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Emotional Exhaustion and Its Role in Service Sabotage among Boundary Spanners
… impacts a boundary spanning employee's usage of service sabotage behaviors (SSB). This dissertation also investigates how perceived organizational support (POS) and perceived supervisory support (PSS) alleviate a boundary spanning employee's EE and SSB. Furthermore, this dissertation examines how …
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Experiencing Nonprofits in Vietnam: What Matters Most to the People Nonprofits Aim to Serve
… individuals and communities a nonprofit human service provider sets out to serve, i.e., the nonprofit’s constituents. Focusing on the first encounter with a nonprofit, which the service management, public encounters, and help-seeking literatures all identify as important to understanding …