The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

19904,180 citationsJournal Article

Authors

Mary Jo Bitner · Arizona State University

Mary Stanfield Tetreault · George Mason University

Abstract

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 re...

Topics & Keywords

Safety Warnings and Signage Customer Service Quality and Loyalty Psychology of Social Influence

Publication Details

Published in: Journal of Marketing

Volume 54, Issue 1, pp. 71-71

DOI: 10.2307/1252174

Field-Weighted Citation Impact: 25.54

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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Authors

Abstract

Topics & Keywords

Publication Details