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  • Task-Relationship-Self: A framework for understanding service encounter behaviors

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    Author(s)
    Bradley, Graham L
    Sparks, Beverley A
    Zapf, Dieter
    McColl-Kennedy, Janet R
    Jimmieson, Nerina L
    Griffith University Author(s)
    Sparks, Beverley A.
    Bradley, Graham L.
    Year published
    2013
    Metadata
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    Abstract
    Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service ...
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    Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study. The paper includes comparisons between the framework and those previously proposed, propositions regarding service encounter processes and outcomes, and implications for future research and practice.
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    Journal Title
    Psychology & Marketing
    Volume
    30
    Issue
    6
    DOI
    https://doi.org/10.1002/mar.20624
    Copyright Statement
    © 2013 Wiley Periodicals, Inc. This is the pre-peer reviewed version of the following article: Task-Relationship-Self: A framework for understanding service encounter behaviors, Psychology & Marketing, Volume 30, Issue 6, 2013, pages 512–528, which has been published in final form at dx.doi.org/10.1002/mar.20624.
    Subject
    Commerce, management, tourism and services
    Psychology
    Publication URI
    http://hdl.handle.net/10072/57091
    Collection
    • Journal articles

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