Fuelling positive service encounters: the customer's contribution

Iliana Katsaridou, Alan Wilson

Research output: Contribution to conferencePaper

Abstract

Positive service encounters can occur when customers and service employees direct their respective efforts towards achieving a jointly favourable outcome. This paper argues that customers can play a significant role in creating a positive and gratifying service encounter for both themselves, the service employees, and the rest of the customers involved in the service interaction. This can be achieved when customers voluntarily engage in beneficial behaviours towards service employees, which in turn influence the service employees' subsequent behavioural response. This paper demonstrates how employee extra-role behaviour is mediated by the beneficial and resourceful impact resulting from customer positive actions.

Conference

Conference15th International Research Symposium on Service Excellence in Management
Abbreviated titleQUIS 15
CountryPortugal
CityPorto
Period12/06/1715/06/17
Internet address

Fingerprint

behavioral response
Service encounter
services
Service employees
Interaction
Behavioral response
Employees
Extra-role behavior

Keywords

  • customer experience
  • service delivery
  • service quality
  • Hospitality
  • social exchange
  • service encounter
  • service employee behaviour

Cite this

Katsaridou, I., & Wilson, A. (2017). Fuelling positive service encounters: the customer's contribution. Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal.
Katsaridou, Iliana ; Wilson, Alan. / Fuelling positive service encounters : the customer's contribution. Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal.10 p.
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Katsaridou, I & Wilson, A 2017, 'Fuelling positive service encounters: the customer's contribution' Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal, 12/06/17 - 15/06/17, .

Fuelling positive service encounters : the customer's contribution. / Katsaridou, Iliana; Wilson, Alan.

2017. Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal.

Research output: Contribution to conferencePaper

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AB - Positive service encounters can occur when customers and service employees direct their respective efforts towards achieving a jointly favourable outcome. This paper argues that customers can play a significant role in creating a positive and gratifying service encounter for both themselves, the service employees, and the rest of the customers involved in the service interaction. This can be achieved when customers voluntarily engage in beneficial behaviours towards service employees, which in turn influence the service employees' subsequent behavioural response. This paper demonstrates how employee extra-role behaviour is mediated by the beneficial and resourceful impact resulting from customer positive actions.

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KW - service delivery

KW - service quality

KW - Hospitality

KW - social exchange

KW - service encounter

KW - service employee behaviour

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M3 - Paper

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Katsaridou I, Wilson A. Fuelling positive service encounters: the customer's contribution. 2017. Paper presented at 15th International Research Symposium on Service Excellence in Management , Porto, Portugal.