A Role Theory Perspective on Dyadic Interactions: The Service Encounter

This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service e...

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Bibliographic Details
Published inJournal of marketing Vol. 49; no. 1; pp. 99 - 111
Main Authors Solomon, Michael R., Surprenant, Carol, Czepiel, John A., Gutman, Evelyn G.
Format Journal Article
LanguageEnglish
Published New York American Marketing Association 01.01.1985
SAGE PUBLICATIONS, INC
Subjects
Customer relations
Customer satisfaction
Customers
Dentists
Dyadics
Marketing
Memory
Predictability
Roles
Scripts
Service industries
Social interaction
Social psychology
Theory
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Summary:This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
ISSN:0022-2429
1547-7185
DOI:10.1177/002224298504900110