The Role of Rites of Integration in Service Delivery
- 1 April 1991
- journal article
- Published by Emerald Publishing in International Journal of Service Industry Management
- Vol. 2 (1) , 15-34
- https://doi.org/10.1108/09564239110140311
Abstract
Rites of integration can establish the appropriate level of psychological involvement between service providers and customers during the service encounter. This facilitates customers sharing information necessary for service production and the favourable evaluation by customers of the cues they perceive during the service delivery process. The design of alternative rites that result in varying levels of involvement are described, as are the consequences associated with customers having their expectations of involvement confirmed or disconfirmed.Keywords
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