The Effects of Physical and Social Context on Evaluations of Captive, Intensive Service Relationships
Expanding a conceptual framework, we differentiated services on the basis of their levels of capacity (the difficulty of a customer's leaving) and intensity (the number of service performance), arguing that context is especially critical to service delivery when these levels are high. Data from...
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| Veröffentlicht in: | Academy of Management journal 2004-06, Vol.47 (3), p.433-445 |
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| container_end_page | 445 |
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| container_issue | 3 |
| container_start_page | 433 |
| container_title | Academy of Management journal |
| container_volume | 47 |
| creator | Conlon, Donald E. Van Dyne, Linn Milner, Morgan Yee Ng, Kok |
| description | Expanding a conceptual framework, we differentiated services on the basis of their levels of capacity (the difficulty of a customer's leaving) and intensity (the number of service performance), arguing that context is especially critical to service delivery when these levels are high. Data from cruise ships generally supported our hypotheses. We report effects of physical and social context on evaluation made by passengers, industry experts, and government regulators. Implications for managers of other service settings are discussed. [PUBLICATION ABSTRACT] |
| doi_str_mv | 10.5465/20159592 |
| format | Article |
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| fulltext | fulltext |
| identifier | ISSN: 0001-4273 |
| ispartof | Academy of Management journal, 2004-06, Vol.47 (3), p.433-445 |
| issn | 0001-4273 1948-0989 |
| language | eng |
| recordid | cdi_proquest_miscellaneous_37881404 |
| source | Business Source Complete; Alma/SFX Local Collection |
| subjects | Business studies Correlation analysis Customers Data analysis Human resource management Hypotheses Interpersonal relations Management science Passengers Sea transport Service industries Service industry Studies |
| title | The Effects of Physical and Social Context on Evaluations of Captive, Intensive Service Relationships |
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