Concepedia

Service Encounter Failures

Service Encounter Failure is a discrete incident within the broader domain of service failure wherein a customer's interaction with a service provider deviates from expected standards, resulting in dissatisfaction due to performance shortfalls, interpersonal shortcomings, or process breakdowns during the direct exchange of service.

153

Publications

22K

Citations

365

Authors

228

Institutions

Publications per year

2017–2026

59

Variants

Service Encounter Failure

Parents

Publications

153

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 4.2K citations

, , +15

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault · Journal of Marketing · 1990 · 2.1K citations

, , +15

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy Smith, Ruth N. Bolton, Janet Wagner · Journal of Marketing Research · 1999 · 2.1K citations

, , +12

A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

Amy Smith, Ruth N. Bolton, Janet Wagner · Journal of Marketing Research · 1999 · 1.4K citations

, , +12

Consumer responses to service failures: Influence of procedural and interactional fairness perceptions

Cathy Goodwin, Ivan Ross · Journal of Business Research · 1992 · 771 citations

, , +16

1–5 of 153

Authors

365

  1. BS
    Beverley Sparks

    Griffith University, Australia

    6 publications · 315 citations

    6

    h-index

  2. YS
    Yuliya Strizhakova

    Rutgers, The State University of New Jersey, United States

    3 publications · 306 citations

    3

    h-index

  3. RN
    Ruth N. Bolton

    Arizona State University, United States

    3 publications · 3.6K citations

    3

    h-index

  4. PG
    Priyanko Guchait

    University of Houston, United States

    3 publications · 109 citations

    3

    h-index

  5. KD
    K. Douglas Hoffman

    Colorado State University, United States

    3 publications · 742 citations

    3

    h-index

1–5 of 365

Institutions

228

  1. Pennsylvania State University

    State College, United States

    8 h-index

    10 publications

    1.6K citations

  2. Griffith University

    Brisbane, Australia

    7 h-index

    9 publications

    481 citations

  3. Florida State University

    Tallahassee, United States

    6 h-index

    6 publications

    204 citations

  4. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    5 h-index

    6 publications

    232 citations

  5. Lehigh University

    Bethlehem, United States

    4 h-index

    6 publications

    564 citations

  6. Cornell University

    Ithaca, United States

    4 h-index

    4 publications

    220 citations

  7. Purdue University West Lafayette

    West Lafayette, United States

    3 h-index

    3 publications

    281 citations

  8. Chinese University of Hong Kong

    Hong Kong, Hong Kong

    3 h-index

    4 publications

    558 citations

1–8 of 228

Venues

  1. Journal of Services Marketing

    19 publications · 2.1K citations

    17

    h-index

  2. Journal of service management

    6 publications · 463 citations

    6

    h-index

  3. 5

    h-index

  4. Journal of Service Research

    JSR · 5 publications · 1.2K citations

    5

    h-index

  5. 5

    h-index

1–5