Service Encounter Satisfaction is an evaluation construct within customer satisfaction research that measures the extent to which a customer’s experience during a specific service interaction meets or exceeds expectations, distinguishing it from broader satisfaction measures by focusing exclusively on the episodic, frontline contact between the customer and the service provider.
244
Publications
39.4K
Citations
614
Authors
340
Institutions
Publications per year
2017–2026
51
Publications
244
1–5 of 244
Authors
614
- MJ
8
h-index
- AS
6
h-index
- MS
5
h-index
- BH
4
h-index
- DD
4
h-index
1–5 of 614
Institutions
340
Pennsylvania State University
State College, United States
12 h-index
19 publications
2K citations
Arizona State University
Tempe, United States
11 h-index
14 publications
24.1K citations
Griffith University
Brisbane, Australia
5 h-index
13 publications
1.9K citations
Cornell University
Ithaca, United States
5 h-index
5 publications
867 citations
Hong Kong Polytechnic University
Hong Kong, Hong Kong
4 h-index
6 publications
535 citations
Stockholm School of Economics
Stockholm, Sweden
4 h-index
7 publications
483 citations
Bowling Green State University
Bowling Green, United States
4 h-index
4 publications
851 citations
University of Central Florida
Orlando, United States
4 h-index
6 publications
144 citations
1–8 of 340
Venues
- Journal of Services Marketing
17 publications · 1.5K citations
16
h-index
- Journal of Marketing
JM · 14 publications · 21.6K citations
14
h-index
- Journal of Service Research
JSR · 11 publications · 2K citations
11
h-index
- International Journal of Service Industry Management
10 publications · 1.5K citations
10
h-index
- Managing Service Quality
MSQ · 6 publications · 510 citations
6
h-index
1–5