caa a22 4500 469067187 CHVBK 20180323132911.0 cr unu---uuuuu 170328e19920101xx s 000 0 eng 10.1007/BF00994081 doi (NATIONALLICENCE)springer-10.1007/BF00994081 Mitigating the effect of service encounters [Elektronische Daten] [Ruth Bolton, James Drew] Although marketers believe that encounters with service employees are a major determinant of customers' perceived service quality and value, there is little empirical evidence that quantifies this relationship. This paper considers the role of employee service encounters, such as repair visits and sales calls, within a comprehensive model of customers' assessments of service quality and value. It is estimated with survey data that describe small business customers' ratings of a local telephone company. In contrast with marketing folklore, most employee service encounters do not affect perceived service quality, but they have a strong effect on perceived service value. By quantifying the effect of sales calls, repair visits, billing contacts and so forth, we find that service encounters frequently do not compensate for service failures and disruptions. Kluwer Academic Publishers, 1992 Employee service encounters nationallicence customer assessments nationallicence service quality nationallicence service value nationallicence Bolton Ruth GTE Laboratories, Inc., England aut Drew James GTE Laboratories, Inc., England aut Marketing Letters Kluwer Academic Publishers 3/1(1992-01-01), 57-70 0923-0645 3:1<57 1992 3 11002 https://doi.org/10.1007/BF00994081 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/BF00994081 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Bolton Ruth GTE Laboratories, Inc., England aut NATIONALLICENCE 700 1- Drew James GTE Laboratories, Inc., England aut NATIONALLICENCE 773 0- Marketing Letters Kluwer Academic Publishers 3/1(1992-01-01), 57-70 0923-0645 3:1<57 1992 3 11002 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer