Concepedia

Service Interaction Analysis

Service Interaction Analysis is a methodological framework within retail job analysis that systematically examines the structure, dynamics, and outcomes of interpersonal exchanges between service providers and customers to identify critical performance dimensions and behavioral requirements in service-oriented retail roles.

45

Publications

4.9K

Citations

118

Authors

69

Institutions

Publications per year

2017–2026

14

Parents

Publications

45

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr · Journal of Marketing · 1994 · 1.5K citations

, , +15

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr · Journal of Marketing · 1994 · 802 citations

, , +15

Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy

Markus Groth, Thorsten Hennig‐Thurau, Gianfranco Walsh · Academy of Management Journal · 2009 · 564 citations

, , +13

Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in)civility and negative affectivity.

David Douglas Walker, Danielle D. van Jaarsveld, Daniel P. Skarlicki · Journal of Applied Psychology · 2013 · 243 citations

, , +13

The (mis)representation of customer service

Sharon C. Bolton, Maeve Houlihan · Work Employment and Society · 2005 · 148 citations

, , +6

1–5 of 45

Authors

118

  1. AR
    Anat Rafaeli

    Technion – Israel Institute of Technology, Israel

    2 publications · 168 citations

    2

    h-index

  2. LA
    Lois A. Mohr

    Georgia State University, United States

    2 publications · 2.3K citations

    2

    h-index

  3. MJ
    Mary Jo Bitner

    Arizona State University, United States

    2 publications · 2.3K citations

    2

    h-index

  4. BH
    Bernard H. Booms

    Arizona State University, United States

    2 publications · 2.3K citations

    2

    h-index

  5. JM
    Jan Marco Leimeister

    University of Kassel, Germany

    1 publications · 14 citations

    1

    h-index

1–5 of 118

Institutions

69

  1. Xiamen University

    Xiamen, China

    2 h-index

    3 publications

    48 citations

  2. University of Washington Tacoma

    Tacoma, United States

    2 h-index

    2 publications

    2.3K citations

  3. University of British Columbia

    Vancouver, Canada

    2 h-index

    4 publications

    753 citations

  4. Georgia State University

    Atlanta, United States

    2 h-index

    2 publications

    2.3K citations

  5. Okanagan University College

    Kelowna, Canada

    2 h-index

    2 publications

    267 citations

  6. Technion – Israel Institute of Technology

    Haifa, Israel

    2 h-index

    6 publications

    256 citations

  7. University of Koblenz and Landau

    Mainz, Germany

    2 h-index

    2 publications

    578 citations

  8. University of British Columbia, Okanagan Campus

    Kelowna, Canada

    2 h-index

    2 publications

    267 citations

1–8 of 69

Venues

  1. Managing Service Quality

    MSQ · 3 publications · 189 citations

    3

    h-index

  2. Journal of Service Research

    JSR · 3 publications · 218 citations

    3

    h-index

  3. Journal of Services Marketing

    3 publications · 156 citations

    3

    h-index

  4. Journal of Marketing

    JM · 2 publications · 2.3K citations

    2

    h-index

  5. Journal of Marketing Management

    MM · 1 publications · 39 citations

    1

    h-index

1–5