From third party to significant other for service encounters: a systematic review on third-party roles and their implications

• Published in: International journal of service industry management Vol. 32; no. 4; pp. 533 - 559
• Main Authors: Abboud, Liliane, As'ad, Nabila, Bilstein, Nicola, Costers, Annelies, Henkens, Bieke, Verleye, Katrien
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 10.06.2021; Emerald Group Publishing Limited
• Subjects: Airports; Beauty salons; Coffee; Coffeehouses; Coronaviruses; COVID-19; Customer services; Employees; Guide dogs; Hairdressers; Hairstyles; Influence; Management; Service industries; Social networks; Systematic review; Technology; Third party; Service dyads; Service encounters; Service triads; Third party; Systematic literature review
• ISSN: 1757-5818; 1757-5826
• DOI: 10.1108/JOSM-04-2020-0099

PurposeDyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, other employees and other firms – can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and/or third parties.Design/methodology/approachThis research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study’s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis.FindingsThe analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive.Originality/valueThis research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others” in service encounters and identifies avenues for future research.