Customers' behavioural contribution to the service encounter

Katsaridou, Iliana and Wilson, Alan (2015) Customers' behavioural contribution to the service encounter. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

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    Abstract

    This paper argues that customers can contribute to creating a positive and equally gratifying encounter for both parties in an interaction by engaging in specific behaviors directed towards the service personnel. Based on the assumption that the employee’s behavior during the service encounter can often come as a response to the customer’s prior behavior and therefore can be more reciprocal and reactive in nature, this paper examines customer supportive behavior as an antecedent to employees’ subsequent behavioral outcomes.

    Author(s):Katsaridou, Iliana ORCID logoORCID: https://orcid.org/0000-0002-4673-8022 and Wilson, Alan ORCID logoORCID: https://orcid.org/0000-0002-5491-1876
    Item type:Conference or Workshop Item(Paper)
    ID code:57264
    Keywords:service management, co-creation, service encounter, customer behavior, service employee behavior, Marketing. Distribution of products, Marketing, Business, Management and Accounting(all), Tourism, Leisure and Hospitality Management
    Subjects:Social Sciences > Commerce > Marketing. Distribution of products
    Department:Strathclyde Business School > Marketing
    Depositing user: Pure Administrator
    Date deposited:04 Aug 2016 10:53
    Last modified:08 Jan 2020 20:07
    URI:https://strathprints.strath.ac.uk/id/eprint/57264
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