1990/01/01 by Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · 2,076 citations
Business, Management and Accounting · Social Sciences · #Advertising #Business #Computer science #Computer security #Critical Incident Technique #Customer Service Quality and Loyalty #Customer service #Key (lock) #Marketing #Point (geometry) #Psychology of Social Influence #Service (business) #Stalking, Cyberstalking, and Harassment
paper · doi:10.1177/002224299005400105
published in Journal of Marketing 54(1), 71-84 (SAGE Publishing)
openalex publication_date 1990/01/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/06
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.