The Service Encounter Triad. Service Organization. Efficiency versus autonomy. Efficiency versus satisfaction. Customer. Contact Personnel. Perceived control. More Repeat Purchases. More Familiarity with Customer Needs and Ways of Meeting Them.
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More Familiarity with Customer Needs andWays of Meeting Them
Stronger Tendency to Complain about Service Errors
Greater Opportunity for Recovery
Higher Customer Satisfaction
Service Profit Chain
Operating strategy and
service delivery system
Job design / decision-making latitude
Selection and development
Rewards and recognition
Information and communication
Adequate “tools” to serve customers
Quality & productivity improvements yield higher service quality and lower cost
& delivered to
Through the Looking Glass: An Agency Theoretic Foundation for the Satisfaction Mirror
Ellis, R. S. Gudergan, S. P. and Johnson, L. W. (2001), Journal of Consumer Satisfaction, Dissatisfaction and complaining behavior, 14, pp. 121-124.