Compatibility Management: Roles in Service Performers
Journal of Services MarketingPublished 1 February 1991
Charles A. Pranter, Charles L. Martin
Citations111
SJR quartileQ1
SJR score1.36
SNIP1.15
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Abstract
Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility′s physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory research which identified ten roles a service provider can play: Environmental Engineer, Teacher, Rifleman, Cheerleader, Police Officer, Detective, Santa Claus, Matchmaker, Legislator.
Keywords
Business, Management and Accounting
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