articleTop 1% cited

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Journal of Marketing · 1990 · Vol. 54(1) · pp. 71–71

Mary Jo Bitner✉(Arizona State University)Bernard H. BoomsMary Stanfield Tetreault(George Mason University)

Abstract

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 re...

Safety Warnings and Signage Customer Service Quality and Loyalty Psychology of Social InfluenceBusinessService (business)Point (geometry)Critical Incident TechniqueMarketingComputer securityComputer science

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References

Content Analysis in Consumer Research

Journal of Consumer Research · 1977 · 2,310 citations

A Conceptual Model of Service Quality and Its Implications for Future Research

Journal of Marketing · 1985 · 17,163 citations

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