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Compatibility Management: Roles in Service Performers
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References
1991
Year
Service ProviderCustomer SatisfactionCustomer ExperienceServices ManagementConsumer ResearchCompatibility ManagementOrganizational BehaviorManagementConsumer BehaviorHospitality IndustryService ResearchService StudyUser ExperiencePolice OfficerMarketingService EnvironmentOrganizational CommunicationBusinessService ScienceService InteractionService ChoreographyMarketing InsightsService DesignCustomer ServiceHospitality Management
Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility′s physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory research which identified ten roles a service provider can play: Environmental Engineer, Teacher, Rifleman, Cheerleader, Police Officer, Detective, Santa Claus, Matchmaker, Legislator.