Can I Help You?
- 1 May 1994
- journal article
- Published by SAGE Publications in Management Communication Quarterly
- Vol. 7 (4) , 413-441
- https://doi.org/10.1177/0893318994007004003
Abstract
A framework is proposed for organizing and conceptualizing the interdisciplinary research on customer service encounters. The framework reflects clear research foci on provider service behaviors and predictors and outcomes of those behaviors in customer service encounters. Service behaviors tend to fall within three categories: courteous service, personalized service, or manipulative service. These behaviors have been predicted by variables in the customers served, the providers serving them, and the context of service. In turn, service behaviors may influence customer responses and providers' own responses as outcomes of the encounters. Future research should continue to explore the variety of provider behaviors, predictors, and outcomes relevant to different service contexts.Keywords
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