The Service Encounter in Retail Stores of Today - a Different Moment of Truth?
The interaction between the customer and the service provider is often described to have a significant influence on whether the customer regards a service encounter a positive or negative experience (e.g., Gronroos, 2000). However, our knowledge on how to induce the experiences sought by customers in various service encounters is scarce. Using the Critical incident technique (e.g., Flanagan, 1954; Bitner et al., 1994), this paper intends to develop our knowledge on what sort of experiences customers of today look for during the service encounter in retail stores, as well as how the physical surroundings contribute in the inducement of these experiences.
Kristina Backstrom and Ulf Johansson (2005) ,"The Service Encounter in Retail Stores of Today - a Different Moment of Truth?", in E - European Advances in Consumer Research Volume 7, eds. Karin M. Ekstrom and Helene Brembeck, Goteborg, Sweden : Association for Consumer Research.
Kristina Backstrom, Phd student
Ulf Johansson, Associate professor
E - European Advances in Consumer Research Volume 7 | 2005
Featured papersSee More
Time and Space for Robots and AI
Marat Bakpayev, University of Minnesota Duluth, USA
Repeat Performances Decrease Consumer Perceptions of Authenticity
Rachel Gershon, Washington University, USA
Rosanna Smith, University of Georgia, USA
A3. Why People Still Do Not Trust Algorithmic Advice in Decision Making
JAEWON HWANG, Sejong University
Dong Il Lee, Sejong University