The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
通过收集航空公司、酒店和餐厅的700个服务事件，识别出导致顾客区分非常满意与非常不满意服务的关键员工行为，为管理者和研究者提供启示。
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish very satisfactory service encounters from very dissatisfactory ones. Key implications for managers and researchers are highlighted.