Customers' behavioural contribution to the service encounter

Iliana Katsaridou, Alan Wilson

Research output: Contribution to conferencePaper

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Abstract

This paper argues that customers can contribute to creating a positive and equally gratifying encounter for both parties in an interaction by engaging in specific behaviors directed towards the service personnel. Based on the assumption that the employee’s behavior during the service encounter can often come as a response to the customer’s prior behavior and therefore can be more reciprocal and reactive in nature, this paper examines customer supportive behavior as an antecedent to employees’ subsequent behavioral outcomes.
Original languageEnglish
Pages1-2
Number of pages2
Publication statusPublished - Jun 2015
EventThe 14th International Research Symposium on Service Excellence in Management - Shanghai, China
Duration: 18 Jun 201521 Jun 2015
http://www.quis14.com

Conference

ConferenceThe 14th International Research Symposium on Service Excellence in Management
Abbreviated titleQUIS14
CountryChina
CityShanghai
Period18/06/1521/06/15
Internet address

Keywords

  • service management
  • co-creation
  • service encounter
  • customer behavior
  • service employee behavior

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    Katsaridou, I., & Wilson, A. (2015). Customers' behavioural contribution to the service encounter. 1-2. Paper presented at The 14th International Research Symposium on Service Excellence in Management, Shanghai, China.