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.
Creators(s): |
Katsaridou, Iliana ![]() ![]() | Item type: | Conference or Workshop Item(Paper) |
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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: | 13 Jan 2021 03:08 |
URI: | https://strathprints.strath.ac.uk/id/eprint/57264 |
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