TY - JOUR
AU - WOOLF, LOREN
AB - This article explores the experiences of customers who receive service in relationships (customers who return to the same provider for service), pseudorelationships (the same organization but a different provider), and encounters (neither a regular provider nor a regular firm). We examined interactions with hairstylists, auto mechanics, and physicians to test hypotheses about customers' reactions to service delivery. Although customers respond particularly well to service relationships, based on our results for auto mechanics, it appears possible for firms to design pseudorelationships that also are relatively high in trust.
TI - Features of Service Relationships and Encounters
JF - Work and Occupations: An International Sociological Journal
DO - 10.1177/0730888400027003004
DA - 2000-08-01
UR - https://www.deepdyve.com/lp/sage/features-of-service-relationships-and-encounters-dSFmK00C6i
SP - 319
EP - 352
VL - 27
IS - 3
DP - DeepDyve
ER -