Going to Extremes: Managing Service Encounters and Assessing Provider Performance
提出用持续时间、情感内容和空间距离三个维度分析服务接触，聚焦于极端情况（EAI接触），并开发服务提供者绩效的测量方法，检验绩效、情感反应与满意度之间的关系。
The authors advance a framework for analysis and comparison of service encounters using three neglected dimensions—duration, affective content, and spatial proximity. They focus on service encounters that fall at the extreme of these three dimensions, termed extended, affectively charged, intimate (EAI) encounters. Employing qualitative and quantitative data, they develop measures of service provider performance and test a structural model of the relationships among service provider performance, affective response and service satisfaction for EAI encounters.