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• W2140725960 abstract "This is a conceptual paper that proposes a series of five models that show the cyclical process that service providers go through before, during and after a service encounter. Such 'critical incidents' are of great interest to marketers, but have not been researched extensively from a holistic perspective. The models identify the main variables that impact on the providers' perceptions and behaviour in this cyclical process. The paper identifies future research directions and offers four hypotheses for testing. The service encounter from the provider perspective The purchase of a product, whether it is a good or service product, is a critical incident in the interaction between a customer and provider. The importance of the context in which this critical incident occurs has been recognised (Roos, 2002) and the Service Encounter (SE) is the context in which the customer and service provider interaction occurs. The nature of SEs is therefore of enormous interest to marketers. Ward and Newby (2004) proposed a customer-centric theoretical SE framework, showing a five stage, continuous, cyclical process through repeat purchases. Complementary to this previous work, this paper proposes a framework for the five stages of the SE from the service provider's perspective. The proposition that a service encounter occurs when there is social interaction in a purchase exchange between customer and provider was adopted from Suprenant and Solomon (1987). Thus, a Service Encounter is defined as: an encounter between a customer and a service provider which entails interpersonal communication (interaction between people), either face-to-face or through another interface, which has the intent of enabling any form of customer service. This paper excludes all non- dyadic encounters where there is no element of interpersonal customer service. In an effort to explain the nature of SEs, there has been much research into specific aspects of such encounters. Because the intensity of personal contact between providers and customers differs (Mittal and Lassar, 1996), as well as visit frequency, customer/provider interactions differ (Roos, 2002). Furthermore, just as every customer has a different persona which consists of the combination of personality and personal values that are innate to the person at a given point in time (Ward and Newby, 2004), so too, does every service provider. As both customers and providers are dynamic beings responding to a dynamic environment, neither the customer's nor the provider's persona and perceptions remain static." @default.
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• W2140725960 date "2005-01-01" @default.
• W2140725960 modified "2023-09-26" @default.
• W2140725960 title "The Service Provider's Service Encounter Holistic Cyclical Model" @default.
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