Understanding Satisfying Service Encounters in Retail Banking ? A Dyadic Perspective

Volume: 5, Issue: 3, Pages: 222 - 255
Published: Jun 24, 2013
Abstract
The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as...
Paper Details
Title
Understanding Satisfying Service Encounters in Retail Banking ? A Dyadic Perspective
Published Date
Jun 24, 2013
Volume
5
Issue
3
Pages
222 - 255
Citation AnalysisPro
  • 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.