Compatibility Management: Roles in Service Performers
- 1 February 1991
- journal article
- Published by Emerald Publishing in Journal of Services Marketing
- Vol. 5 (2) , 43-53
- https://doi.org/10.1108/08876049110035530
Abstract
Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility's physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory research which identified ten roles a service provider can play: Environmental Engineer, Teacher, Rifleman, Cheerleader, Police Officer, Detective, Santa Claus, Matchmaker, Legislator.Keywords
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