Features of service relationships and encounters

Barbara A. Gutek, Bennett Cherry, Anita Bhappu, Sherry Schneider, Loren Woolf

Research output: Contribution to journalArticle

79 Citations (Scopus)

Abstract

This article explores the experiences of customers who receive service in relationships (customers who return to the same provider for service), pseudorelationships (the same organization but a different provider), and encounters (neither a regular provider nor a regular firm). We examined interactions with hairstylists, auto mechanics, and physicians to test hypotheses about customers' reactions to service delivery. Although customers respond particularly well to service relationships, based on our results for auto mechanics, it appears possible for firms to design pseudorelationships that also are relatively high in trust.

Original languageEnglish (US)
Pages (from-to)319-352
Number of pages34
JournalWork and Occupations
Volume27
Issue number3
StatePublished - Aug 2000
Externally publishedYes

Fingerprint

customer
mechanic
firm
physician
organization
Service relationships
Service encounter
interaction
experience
Customer relationship
Service delivery
Interaction
Hypothesis test
Physicians

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management
  • Sociology and Political Science

Cite this

Gutek, B. A., Cherry, B., Bhappu, A., Schneider, S., & Woolf, L. (2000). Features of service relationships and encounters. Work and Occupations, 27(3), 319-352.

Features of service relationships and encounters. / Gutek, Barbara A.; Cherry, Bennett; Bhappu, Anita; Schneider, Sherry; Woolf, Loren.

In: Work and Occupations, Vol. 27, No. 3, 08.2000, p. 319-352.

Research output: Contribution to journalArticle

Gutek, BA, Cherry, B, Bhappu, A, Schneider, S & Woolf, L 2000, 'Features of service relationships and encounters', Work and Occupations, vol. 27, no. 3, pp. 319-352.
Gutek BA, Cherry B, Bhappu A, Schneider S, Woolf L. Features of service relationships and encounters. Work and Occupations. 2000 Aug;27(3):319-352.
Gutek, Barbara A. ; Cherry, Bennett ; Bhappu, Anita ; Schneider, Sherry ; Woolf, Loren. / Features of service relationships and encounters. In: Work and Occupations. 2000 ; Vol. 27, No. 3. pp. 319-352.
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