Structuring the service encounter: A test of alternatives

Maria da Graça Batista, Miguel P. Pina e Cunha, Armenio Rego

Resultado de pesquisarevisão de pares

1 Citação (Scopus)


This chapter presents an analysis of the influence of three forms of structuring the service encounter (standardization, spontaneity, minimal structure) on the perception of service quality and job satisfaction. The authors performed two studies (experimental and correlational). The results point to the existence of higher levels of job satisfaction and service quality under the use of minimal structures. There is an element of originality in this study since it empirically explores the application of minimal structures to the service encounter and the findings help practitioners to make more informed choices about the structures they adopt for the management of service encounters.

Idioma originalEnglish
Título da publicação do anfitriãoService Science Research, Strategy and Innovation
Subtítulo da publicação do anfitriãoDynamic Knowledge Management Methods
EditoraIGI Global
Número de páginas12
ISBN (impresso)9781466600775
Estado da publicaçãoPublicado - 2012

Impressão digital

Mergulhe nos tópicos de investigação de “Structuring the service encounter: A test of alternatives“. Em conjunto formam uma impressão digital única.