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dc.contributor.authorBradley, Graham L
dc.contributor.authorSparks, Beverley A
dc.contributor.authorZapf, Dieter
dc.contributor.authorMcColl-Kennedy, Janet R
dc.contributor.authorJimmieson, Nerina L
dc.date.accessioned2017-05-03T12:04:10Z
dc.date.available2017-05-03T12:04:10Z
dc.date.issued2013
dc.date.modified2014-03-06T03:09:45Z
dc.identifier.issn0742-6046
dc.identifier.doi10.1002/mar.20624
dc.identifier.urihttp://hdl.handle.net/10072/57091
dc.description.abstractResearch 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent283794 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.publisherJohn Wiley & Sons
dc.publisher.placeUnited States
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom512
dc.relation.ispartofpageto528
dc.relation.ispartofissue6
dc.relation.ispartofjournalPsychology & Marketing
dc.relation.ispartofvolume30
dc.rights.retentionY
dc.subject.fieldofresearchPsychology not elsewhere classified
dc.subject.fieldofresearchCommerce, Management, Tourism and Services
dc.subject.fieldofresearchPsychology and Cognitive Sciences
dc.subject.fieldofresearchcode170199
dc.subject.fieldofresearchcode15
dc.subject.fieldofresearchcode17
dc.titleTask-Relationship-Self: A framework for understanding service encounter behaviors
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 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.
gro.date.issued2013
gro.hasfulltextFull Text
gro.griffith.authorSparks, Beverley A.
gro.griffith.authorBradley, Graham L.


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