Journal ArticleUnknown

Compatibility Management: Roles in Service Performers

Authors

Charles A. Pranter, Charles L. Martin

Author Affiliations

Clinical Research Organization, Wichita State University

Published InJournal of Services Marketing

Year1991

Citations111

DOI10.1108/08876049110035530

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.

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Fields & Keywords

Social Sciences Business, Management and Accounting Organizational Behavior and Human Resource Management Customer Service Quality and Loyalty Marketing Public relations Anthropology Communication Law