A Role Theory Perspective on Dyadic Interactions: The Service Encounter
基于角色理论，提出服务提供者与顾客的二元互动是影响顾客整体满意度的重要因素，并构建了一个跨行业的理论框架。
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.