Service Encounters and Service Bias: A Preliminary Investigation

Journal of Hospitality and Tourism Research

Volumn 27, Issue 3, 2003, Pages 272-290

  Harris, Kimberly J ^a   Bojanic, David ^b   Cannon, Debra F ^c  

^a FLORIDA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF MASSACHUSETTS   (United States)

^c GEORGIA STATE UNIVERSITY   (United States)

Author keywords

customer service; service bias; service encounters

Indexed keywords

EID: 10144250022     PISSN: 10963480     EISSN: 15577554     Source Type: Journal    
DOI: 10.1177/1096348003251449     Document Type: Article

References (47)

1. Identifying global and culture-specific dimensions of humor in advertising: A multinational analysis.Journal of Marketing. 1993;57:64-75.
2. A strategy for customer satisfaction.Cornell Hotel & Restaurant Administration Quarterly. 1992;33:32-40.
3. A pancultural study of restaurant service expectations in the United States and Hong Kong.Journal of Hospitality & Tourism Research. 1999;23 (3): 235.
4. Discovering the soul of service. New York: Free Press; 1999:.
5. Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing. 1990;54:69-82.
6. Building service relationships: It's all about promises.Journal of the Academy of Marketing Science. 1995;23 (4): 246-251.
7. Critical service encounters: The employee's viewpoint.Journal of Marketing. 1994;58:95-106.
8. Technology infusion in service encounters.Academy of Marketing Science. 2000;28 (1): 138-149.
9. Service quality: New directions in theory and practice. Thousand Oaks, CA: Sage; 1994:72-94.
10. A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction.Marketing Science. 1998;17 (1): 45-65.
11. Role theory and the management of service encounters.Service Industries Journal. 1999;19 (2): 117-131.
12. Critical incidents.Cornell Hotel & Restaurant Administration Quarterly. 1998;39 (3): 66-71.
13. Service encounters and service relationships: Implications for research.Journal of Business Research. 1990;20:13-21.
14. The bottom line impact of organizational responses to customer complaints.Journal of Hospitality & Tourism Research. 2000;24 (4): 473-490.
15. Theories in intercultural communication. Newbury Park, CA: Sage; 1988:.
16. Mood and absence.Journal of Applied Psychology. 1989;74 (2): 317-324.
17. Speech accommodation theory: The first decade and beyond. Newbury Park, CA: Sage; 1987:.
18. The loyalty ripple effect: Appreciating the full value of customers.International Journal of Service Industry Management. 1999;10 (3): 271-291.
19. Service quality: Perceived value, expectations, shortfalls and bonuses.Managing Service Quality. 1999;9 (4): 274-285.
20. The social psychology of service interactions.Journal of Social Issues. 1999;55 (3): 603-617.
21. Distinguishing between service relationships and encounters.Journal of Applied Psychology. 1999;84 (2): 218-233.
22. Managing in the service economy. Boston: Harvard Business School Press; 1986:.
23. How to measure employee reliability?.Journal of Applied Psychology. 1989;74 (2): 273-279.
24. How to measure service orientation.Journal of Applied Psychology. 1984;69:167-173.
25. Advances in services marketing and management. Greenwich, CT: JAI; 1995:211-228.
26. Customer switching behavior in service industries: An exploratory study.Journal of Marketing. 1995;59:71-82.
27. Antecedents to customer expectations for service recovery.Journal of the Academy of Marketing Science. 1994;22:52-61.
28. Marketing: An introduction. 1997). Marketing: An introduction (4th ed.). Upper Saddle River, NJ: Prentice-Hall.Upper Saddle River, NJ: Prentice-Hall; 1997:.
29. International fare in consumer satisfaction and complaining. Bloomington, IN: Bureau of Business Research; 1983:88-94.
30. Analyzing service quality in the hospitality industry.Managing Service Quality. 1999;9 (2): 136-143.
31. The role of personalization in service encounters.Journal of Retailing. 1996;72 (1): 95-109.
32. How many lost customers have you won back today? An aggressive approach to complaint handling in the hotel industry.Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior. 1988;1:86-92.
33. Customer delight: Foundations, findings, and managerial insight.Journal of Retailing. 1997;73 (3): 311-336.
34. A multiple-item scale for measuring customer perceptions of service quality.Journal of Retailing. 1988;:12-40.
35. Understanding and leveraging the role of customer service in external, interactive and internal marketing. Frontiers in Services Conference; Nashville, TN.
36. An empirical analysis of service orientation and its impact on employee job performance in upscale hotels.Journal of Hospitality & Tourism Research. 1998;22 (1): 39-56.
37. The loyalty effect: The hidden force behind growth, profits, and lasting value. Boston: Harvard Business School; 1996:.
38. Zero defections: Quality comes to services.Harvard Business Review. 1990;68:105-111.
39. Identifying the service potential of an employee through the use of the self-monitoring scale.Hospitality Research Journal. 1992;15 (2): 1-10.
40. Management of service operations- Text, cases and readings. Boston: Allyn & Bacon; 1978:.
41. Forming service relationships with hotel business travelers: The critical attributes to improve retention.Journal of Hospitality & Tourism Research. 2000;24 (4): 491-513.
42. An experimental investigation of customer reactions to service failure and recovery encounters: Paradox or peril?.Journal of Service Research. 1998;1 (1): 65-81.
43. Communicative aspects of the service encounter.Hospitality Research Journal. 1994;17 (2): 39-50.
44. Recovering and learning from service failure.Sloan Management Review. 1998;40 (1): 75-88.
45. Standard occupational classifications. 1994:.
46. The customer driven company: Moving from talk to action. Adelaide, Australia: Griffin; 1991:.
47. Evaluating service encounters: A cross-cultural and cross-industry exploration.Journal of Marketing Theory and Practice. 1999;7 (2): 106-123.