Publication
Structuring the service encounter : a test of alternatives
| dc.contributor.author | Batista, Maria da Graça Câmara | |
| dc.contributor.author | Cunha, Miguel Pina e | |
| dc.contributor.author | Rego, Arménio | |
| dc.date.accessioned | 2019-01-24T18:02:43Z | |
| dc.date.available | 2019-01-24T18:02:43Z | |
| dc.date.issued | 2011-02 | |
| dc.description.abstract | Purpose – This paper analyses the influence of three different forms of structuring the service encounter (standardization, spontaneity, minimal structure) on the perception of service quality and job satisfaction. Design/methodology/approach – A simulation of service interaction was elaborated, where individuals received different instructions related to the structure they should consider (standardization, spontaneity, minimal structure). This study was complemented by a correlational one that accessed the type of structure used and satisfaction with the service interaction. Findings − The results suggest that higher levels of job satisfaction and service quality exist when minimal structures are used. Research limitation/implications – The first part of the study is a simulation. Practical implications – The findings help practitioners make more informed choices concerning the structures they adopt to manage service encounters. Originality/value – The study empirically explores the application of minimal structures to the service encounter. | en |
| dc.description.version | N/A | pt_PT |
| dc.identifier.citation | Batista, Maria da Graça; Cunha, Miguel Pina; Rego, Arménio (2011). Structuring the service encounter: a test of alternatives, “Working Paper Series” nº 7/11, 20 pp.. Ponta Delgada: Universidade dos Açores, CEEAplA-A. | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10400.3/4972 | |
| dc.language.iso | eng | pt_PT |
| dc.publisher | Universidade dos Açores | pt_PT |
| dc.subject | Customer Satisfaction | en |
| dc.subject | Minimal Structures | en |
| dc.subject | Provider Satisfaction | en |
| dc.subject | Service Quality | en |
| dc.subject | Service Structures | en |
| dc.title | Structuring the service encounter : a test of alternatives | en |
| dc.type | working paper | |
| dspace.entity.type | Publication | |
| oaire.citation.conferencePlace | Ponta Delgada, Açores | pt_PT |
| oaire.citation.endPage | 20 | pt_PT |
| oaire.citation.startPage | 1 | pt_PT |
| oaire.citation.title | CEEAplA-A - Working Paper Series | pt_PT |
| person.familyName | Cunha | |
| person.givenName | Miguel Pina e | |
| person.identifier.orcid | 0000-0001-6724-2440 | |
| person.identifier.rid | N-2714-2013 | |
| person.identifier.scopus-author-id | 57196445661 | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | workingPaper | pt_PT |
| relation.isAuthorOfPublication | 95dd839c-1a8c-4d88-b81f-bf4fa068f0b4 | |
| relation.isAuthorOfPublication.latestForDiscovery | 95dd839c-1a8c-4d88-b81f-bf4fa068f0b4 |