Features of Service Relationships and Encounters

Gutek, Barbara A.; Cherry, Bennett; Bhappu, Anita D.; Schneider, Sherry K.; Woolf, Loren

doi:10.1177/0730888400027003004

Cited by 94 publications

(83 citation statements)

References 15 publications

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“…Marketing studies indicate that service agents may develop personal relationships with customers that involve trust and authenticity, often leading to feelings of closeness, affection, and intimacy (Crosby et al, 1990;Gutek, Cherry, Bhappu, Schneider, & Woolf, 2000). To the extent that service agents develop 'a perception of oneness' (Ashforth & Mael, 1989, p. 20)-of being 'psychologically intertwined' (p. 21)-with their customers, they can be said to identify with their customers.…”

Section: Customer Identificationmentioning

confidence: 96%

“…The fifth control, customer type, refers to whether the customers with whom agents interacted were known to them in advance (i.e., 'repeat' customers) or were unknown and randomly assigned. Following Gutek et al (2000), it seems reasonable that service agents would be more likely to identify and enact more positive customer-oriented service behaviors with customers with whom they are familiar. The sixth control, position type, refers to whether an agent handles inbound calls (sales, service, or technical support), outbound calls (sales), or 'other' (administrative support, including email response and warranty operations).…”

Section: Control Variablesmentioning

confidence: 97%

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Externalization of employment in a service environment: the role of organizational and customer identification

Johnson

Ashforth

2007

J Organ Behavior

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SummaryThis study investigates the impact of employment externalization (in the form of limited-term vs. permanent employment status) on customer-oriented service behavior, and how identification processes may help to resolve the 'paradox of externalization' (i.e., organizations relying more on potentially disenfranchised employees to maintain strong connections with their customers). Survey data were obtained from 369 sales, service, and technical support personnel from the Canadian subsidiary of a large international service organization in the high technology sector. Organizational and customer identification fully mediate the relationship between employment status and customer-oriented service behavior. Additionally, the perceived external image of the organization and the visibility of one's affiliation with the organization moderate the relationships between employment status and organizational and customer identification.

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Section: Customer Identificationmentioning

confidence: 96%

Section: Control Variablesmentioning

confidence: 97%

Externalization of employment in a service environment: the role of organizational and customer identification

Johnson

Ashforth

2007

J Organ Behavior

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“…In the field of forensics, the general public has become an indirect benefactor-addressed in hopeful statements that knowledge about the true cause and manner of death will benefit the grieving processand the relationship is often a one-time encounter (Gutek, Cherry, Bhappy, Schneider, & Woolf, 2000). Most of the direct audience of forensic findings relates to other government officials and bureaucrats who use death certificates to launch additional investigations (Reed, 1996).…”

Section: The Market Shelter: a Perch Or A Bunker?mentioning

confidence: 99%

Professions and Their Work

Timmermans

2008

Work and Occupations

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Eliot Freidson introduced the concept of the "market shelter" to designate the unique institutional position that professions hold in society. A market shelter shields professional workers from competition, third party and government interference, and other market forces. Once put in place through legal mandates, however, it remains unclear how market shelters weather with political and economic changes and provide benefits for professionals, the state, and the public. This article reviews how clinical medicine and forensic medicine reacted to outside pressures to address the problem of practice variation to understand under which conditions stable market shelters may be professionally harmful and how less sheltered professions may instead use the fight against external challenges to solidify their professional position.

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“…This empirical study is limited to the context of a high-touch, encounter-based industry (Gutek et al, 2000;Gutek et al, 2002), which holds special interest for service recovery research. It also would be interesting to study unfavourable service experiences and service recoveries in the field in which human interaction plays an important role in service co-creation.…”

Section: Limitations and Further Researchmentioning

confidence: 99%

Complex service recovery processes: how to avoid triple deviation

Edvardsson

Tronvoll²,

Höykinpuro

2011

Managing Service Quality: An International Journal

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Purpose -This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex service recovery processes. Design/methodology/approach -An inductive, explorative and narrative approach was selected. Data were collected in the form of narratives from the field through interviews with actors at various levels in organisations as well as with customers in a high-touch service industry. The data form the analysis of double and triple deviation situations and complex service recovery processes. Findings -The study identifies four factors that influence complex service recovery processes and outcomes in double deviation situations: communication, competence, time, and service system. The resulting theoretical conceptualisation of the recovery process from the customer's perspective emphasises customer perceived control, sense of coherence, and meaning. Together, these factors shape customers' perception of complex service recovery experiences. Research limitations/implications -The empirical study is limited to the context of restaurant services. However, the findings might generalise analytically to other labour-intensive, high-touch services that rely on face-to-face interactions between customers and the service employees in triple deviation situations. Practical implications -The different roles in a complex service recovery process must be managed constantly and in light of actors' resource integration in double deviation situations, as part of value co-creation. Service organisations should develop a shared understanding of what factors result in favourable complex service recovery processes, to avoid triple deviations. Originality/value -The paper offers extended understanding of complex service recovery processes through a new, empirically grounded conceptualisation of double service recovery to avoid a triple deviation.

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Features of Service Relationships and Encounters

Cited by 94 publications

References 15 publications

Externalization of employment in a service environment: the role of organizational and customer identification

Externalization of employment in a service environment: the role of organizational and customer identification

Professions and Their Work

Complex service recovery processes: how to avoid triple deviation

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