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Structuring the Service Encounter: A Test of Alternatives

Structuring the Service Encounter: A Test of Alternatives
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Author(s): Maria da Graça Batista (Azores University, Portugal), Miguel Pina e Cunha (New University of Lisbon, Portugal) and Armenio Rego (Aveiro University, Portugal)
Copyright: 2012
Pages: 12
Source title: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods
Source Author(s)/Editor(s): N. Delener (Arcadia University, USA)
DOI: 10.4018/978-1-4666-0077-5.ch006


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This chapter presents an analysis of the influence of three forms of structuring the service encounter (standardization, spontaneity, minimal structure) on the perception of service quality and job satisfaction. The authors performed two studies (experimental and correlational). The results point to the existence of higher levels of job satisfaction and service quality under the use of minimal structures. There is an element of originality in this study since it empirically explores the application of minimal structures to the service encounter and the findings help practitioners to make more informed choices about the structures they adopt for the management of service encounters.

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