The Management of Customer-Contact Service Employees: An Empirical Investigation

Hartline, Michael D.; Ferrell, O. C.

doi:10.2307/1251901

Cited by 1,245 publications

(495 citation statements)

References 53 publications

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“…Frontline employees play a crucial role in satisfying service encounters as their behaviours and attitudes primarily determine the customers' perceptions of service quality (Hartline and Ferrell, 1996). Similarly, Bitner et al (1994, p. 95) suggest that for services, "customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee".…”

Section: The Important Role Of Frontline Employeesmentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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Abstract:The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted.The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.

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Section: The Important Role Of Frontline Employeesmentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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“…Recent researches show that during the consumption of certain hotel services, employee treatment of customers is the most important issue (Hartline and Ferrell, 1996;Nikolić, 2006;Galičić and Ivanović, 2008). Consequences of service orientation are expressed in terms of work satisfaction of employee (Jaworski and Kohli, 1993;Lee, Park and Yoo, 1999), and turnover that employees make (Lahey, 1984).…”

Section: Service Orientationmentioning

confidence: 99%

Researching connection between service orientation and work satisfaction: A study of hotel employees (Novi Sad, Serbia)

Petrović¹,

Marković²

2012

Turizam

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In recent years, researches of service industry put in the centre of many papers the phenomena of the relation between service orientation and work (job) Dienhart, Gregoire, Downey and Knight (1992) and work satisfaction scale developed by Lytle (1994). We expected three factor solution for service orientation scale and uni-factor solution for work satisfaction. The results will be discussed and some practical recommendations will be given.

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“…More recently, evidence has been pointing towards perceptions-only measures as being more psychometrically robust (Brady et al 2002;Cronin & Taylor 1992;Dabholkar et al 2000). As a result, it is now more common to see perceptions-only subsets of the SERVQUAL battery being applied to measure service quality (e.g., Cronin et al 2000;Keillor et al 2004;Hartline & Ferrell 1996;Laroche et al 2004;Witkowski & Wolfinbarger 2002). This is also true for service quality in a business-to-business context (Durvasula et al 1999).…”

Section: Service Qualitymentioning

confidence: 99%

Outcomes of service encounter quality in a business-to-business context

Jayawardhena

Souchon

Farrell

et al. 2007

Industrial Marketing Management

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Service encounter quality is an area of growing interest to researchers and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-tobusiness setting. In this paper, a psychometrically sound measure of such service encounter quality is proposed, and consequences of this construct are empirically assessed. Both a literature review and a dyadic in-depth interview approach were used to develop a conceptual framework and a pool of items to capture service encounter quality. A mail survey of customers was undertaken, and a response rate of 36% was obtained. Data analysis was conducted via confirmatory factor analysis and structural equation modeling. Findings reveal a four-factor structure of service encounter quality, encompassing professionalism, civility, friendliness and competence dimensions. Service encounter quality was found to be directly related to customer satisfaction and service quality perceptions, and indirectly to loyalty. The importance of these findings for practitioners and for future research on service encounter quality is discussed.

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The Management of Customer-Contact Service Employees: An Empirical Investigation

Cited by 1,245 publications

References 53 publications

Understanding satisfying service encounters in retail banking - a dyadic perspective

Understanding satisfying service encounters in retail banking - a dyadic perspective

Researching connection between service orientation and work satisfaction: A study of hotel employees (Novi Sad, Serbia)

Outcomes of service encounter quality in a business-to-business context

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