The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Abstract
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and...
Paper Details
Title
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Published Date
Jan 1, 1990
Journal
Volume
54
Issue
1
Pages
71 - 71
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History