An analysis of role adoptions and scripts during customer‐to‐customer encounters

European Journal of Marketing

Volumn 34, Issue 3-4, 2000, Pages 341-359

  Parker, Cathy ^a   Ward, Philippa ^b  

^a MANCHESTER METROPOLITAN UNIVERSITY   (United Kingdom)

^b Cheltenham Gloucester College of Higher Education   (United Kingdom)

Author keywords

Consumer behaviour; Customer profiling; Customer surveys; Interaction; Services marketing

Indexed keywords

EID: 1842785938     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560010311894     Document Type: Article

References (39)

1. Adelman, M.B., Ahuvia, A. and Goodwin, C., (1994), “Beyond smiling: social support and service quality”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
2. Anderson, K. and Zemke, R. (1990), “Customers from hell”, Training, Vol. 26, February, pp. 25‐31.
3. Anderasen, A.R. (1983), “Consumer research in the service sector”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 63‐4.
4. Barnard, C.I. (1938), The Functions of the Executive, Harvard University Press, Cambridge, MA.
5. Bateson, J.E.G. (1985a), “Perceived control and the service encounter”, in Czepiel, J., Soloman, M. and Surprenant, C. (Eds), The Service Encounter, Lexington Books, Lexington, MA.
6. Bateson, J.E.G. (1985b), “The self‐service customer: an exploratory study”, Journal of Retailing, Vol. 61 No. 3, pp. 49‐76.
7. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surrounding and employee responses”, Journal of Marketing, Vol. 54 No. 1, pp. 71‐84.
8. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), “Customer contributions and roles in service delivery”, International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193‐205.
9. Broderick, A. (1998), “Role theory, role management and service performance”, Journal of Services Marketing, Vol. 12 No. 5, pp. 348‐61.
10. Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24 No. 4, pp. 404‐11.
11. Dey, I. (1993), Qualitative Data Analysis, Routledge, London.
12. Grönroos, C. (1985), “Internal marketing p theory and practice” in Bloch, T.M., Upah, G.D. and Zeithaml, V.A. (Eds), Services Marketing in a Changing Environment, American Marketing Association, Chicago, IL, pp. 41‐7.
13. Grove, S.J. and Fisk, R.P. (1983), “The dramaturgy of services exchanges: an analytical framework for services marketing”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 45‐9.
14. Grove, S.J. and Fisk, R.P. (1992), “The service experience as theater”, Advances in Consumer Research, Association for Consumer Research, Provo, UT, pp. 455‐61.
15. Grove, S.J. and Fisk, R.P. (1997), “The impact of other customers on services exchanges: a critical incident examination of ‘getting along”’, Journal of Retailing, Vol. 73 No. 1, pp. 63‐85.
16. Harris, K., Baron, S. and Davies, B.J. (1999), “What sort of soil do rhododendrons like? Comparing customer and employee responses to requests for product‐related information”, Journal of Services Marketing, Vol. 13 No. 1.
17. Harris, K., Baron, S. and Ratcliffe, J. (1994), “Oral participants of customers in a retail setting: an empirical study”, Proceedings of the 3rd International Research Seminar in Service Management, La‐Londe‐les‐Maures, France, pp. 24‐7.
18. Harris, K., Baron, S. and Ratcliffe, J. (1995), “Customers as oral participants in a service setting”, Journal of Services Marketing, Vol. 9 No. 4, pp. 64‐76.
19. Harris, K., Davies, B.J. and Baron, S. (1997), “Conversations during purchase consideration: sales assistants and customers”, The International Review of Retail, Distribution and Consumer Research, Vol. 7 No. 3, pp. 173‐90.
20. Hoffman, K.D. and Bateson, J.E.G. (1997), Essentials of Services Marketing, The Dryden Press, Orlando, FL.
21. Kelley, S.W., Skinner, S.J. and Donnelly, J.H. (1992), “Organizational socialization of service customers”, Journal of Business Research, Vol. 25, pp. 197‐214.
22. Kellogg, D.L., Youngdahl, W.E. and Bowen, D.E. (1997), “On the relationship between customer participation and satisfaction: two frameworks”, International Journal of Service Industry Management, Vol. 8 No. 3, pp. 206‐19.
23. Langeard, E., Bateson, J.E.G., Lovelock, C.H. and Eiglier, P. (1981), Services Marketing: New Insights from Consumers and Managers, Marketing Science Institute, Cambridge, MA.
24. Lovelock, C.H. and Young, R.F. (1979), “Look to consumers to increase productivity”, Harvard Business Review, Vol. 57, May‐June, pp. 169‐78.
25. McGrath, M.A. and Otnes, C. (1995), “Unacquainted influencers: when strangers interact in the retail setting”, Journal of Business Research, Vol. 32, pp. 261‐72.
26. Martin, C.L. (1996), “Consumer‐to‐consumer relationships: satisfaction with other consumers’ public behaviour”, Journal of Consumer Affairs, Vol. 30 No. 1, pp. 146‐69.
27. Martin, C.L. (1997), Bowling’s Team Concept, ICS Books Inc., Merrillville, IN.
28. Martin, C.L. and Clarke, T. (1994), “Customer‐to‐customer: the forgotten relationship in relationship marketing”, Proceedings of the Research Conference on Relationship Marketing Theory, Method and Applications, Emory University, Atlanta, GA.
29. Miles, M.B. (1979), “Qualitative data as an attractive nuisance: the problem of analysis”, Administrative Science Quarterly, Vol. 24, pp. 690‐701.
30. Mills, P.K. and Moberg, D.J. (1982), “Perspectives on the technology of service operations”, Academy of Management Review, Vol. 7 No. 3, pp. 467‐78.
31. Mills, P.K. and Morris, J.H. (1986), “Clients as partial employees of service organizations: role development in client participation”, Academy of Management Review, Vol. 11 No. 4, pp. 726‐35.
32. Mills, P.K., Chase, R.B. and Margulies, N. (1983), “Motivating the client/employee system as a service production strategy”, Academy of Management Review, Vol. 5 No. 2, pp. 301‐10.
33. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research’’, Journal of Marketing, Vol. 49, Fall, pp. 41‐50.
34. Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: a multiple‐item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12‐40.
35. Price, L.L., Arnould, E.J. and Tierney, P. (1995), “Going to extremes: managing service encounters and assessing provider performance”, Journal of Marketing, Vol. 59, April, pp. 83‐97.
36. Silpakit, P. and Fisk, R.P. (1985), “Participatizing the service encounter: a theoretical framework”, in Block, T.M., Upah, G.D. and Zeithaml, V.A. (Eds), Services Marketing in a Changing Environment, American Marketing Association, Chicago, IL, pp. 117‐21.
37. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1984), “A role theory perspective on dyadic interactions: the service encounter”, Journal of Marketing, Vol. 49, Winter, pp. 99‐111.
38. Surprenant, C.F. and Solomon, M.R. (1987), “Predictability and personalization in the service encounter”, Journal of Marketing, Vol. 51 No. 2, pp. 86‐96.
39. Youngdahl, W.E. and Kellogg, D.L. (1997), “The relationship between service customers’ quality assurance behaviors, satisfaction and effort: a cost of quality perspective”, Journal of Operations Management, Vol. 15, pp. 19‐32.