Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
提出一个整合消费者满意度、服务营销和归因理论的服务接触评估模型，并通过实验检验物理环境和员工回应（解释与补偿）在服务失败情境下对归因和满意度的影响。
For consumers, evaluation of a service firm often depends on evaluation of the “service encounter” or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.