... to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others...

... to be increasingly automated, many people like interacting with other people in certain contexts, and certain service encounters will always require some human involvement. Likewise, platforms are expected to continue to disrupt traditional service business models, including an emphasis on more peer to peer...

...Magnus Soderlund The present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters. Service marketing Customer satisfaction Categorization Service encounters Poor and rich...

... innovation Service operations Experience economy Service encounters Consumer psychology Service interactions Of course, consistent performance goes a long way in building trust and use of traditional operations management approaches, such as Six-Sigma, is crucial in this regard. The need...

...Professor Bo Edvardsson and Professor Anders Gustafsson; Magnus Söderlund; Veronica Liljander; Johanna Gummerus; Pia Hellman; Michaela Lipkin; Eeva-Liisa Oikarinen; Marianne Sepp; Karina T. Liljedal Purpose – The purpose of this paper is to examine reactions when customers in service encounters...

...Timothy L. Keiningham; Lerzan Aksoy; Edward C. Malthouse; Bart Lariviere; Alexander Buoye Purpose – The purpose of this paper is to propose a theoretical model for how consumers aggregate satisfaction with individual service encounters to form a summary evaluation of satisfaction, and further...

... with consequence for the relationship, possible to track act by act. © MCB UP Limited 2001 Service Service encounters Relationship marketing Customer behaviour Customer loyalty In the service research literature the emphasis of critical incidents is considered a tool for managing services...