Service Encounter is a critical interaction between a customer and a service provider, encompassing all direct or indirect contacts that occur during the delivery and consumption of a service, which distinguishes it from other components of the service process by its focus on real-time experiential and relational dynamics.
384
Publications
50.9K
Citations
688
Authors
373
Institutions
Publications per year
2017–2026
73
Publications
384
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Michael R. Solomón, Carol Surprenant, John A. Czepiel et al. · Journal of Marketing · 1985 · 1.6K citations
1–5 of 384
Authors
688
- MJ
8
h-index
- GS
8
h-index
- AS
8
h-index
- BA
7
h-index
- GS
6
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1–5 of 688
Institutions
373
Arizona State University
Tempe, United States
13 h-index
15 publications
19.3K citations
Pennsylvania State University
State College, United States
12 h-index
19 publications
6K citations
Cornell University
Ithaca, United States
9 h-index
10 publications
1.3K citations
University of Alabama
Tuscaloosa, United States
8 h-index
11 publications
1.4K citations
Hanken School of Economics
Helsinki, Finland
8 h-index
12 publications
1.8K citations
Karlstad University
Karlstad, Sweden
8 h-index
10 publications
1.1K citations
Maastricht University
Maastricht, The Netherlands
6 h-index
14 publications
1.7K citations
University of Zurich
Zurich, Switzerland
6 h-index
13 publications
280 citations
1–8 of 373
Venues
- Journal of Services Marketing
42 publications · 3K citations
31
h-index
- Journal of Service Research
JSR · 21 publications · 4K citations
21
h-index
- Journal of Marketing
JM · 14 publications · 18.9K citations
14
h-index
- International Journal of Service Industry Management
13 publications · 1.8K citations
13
h-index
- Journal of Business Research
JBR · 13 publications · 3.1K citations
12
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1–5