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Service behaviors that lead to satisfied customers

Kathryn Frazer Winsted (Pace University, New York, NY)

European Journal of Marketing

ISSN: 0309-0566

Article publication date: 1 April 2000



Examines service provider behaviors that influence customer evaluation of service encounters. Develops a list of service provider behaviors relevant to customer evaluation of a service encounter. Examines performance of these behaviors in specific restaurant and medical transactions. Then examines the relationship between performance of each behavior and encounter satisfaction. Behaviors are grouped, using factor analysis from consumer surveys, into three dimensions: concern, civility, and congeniality. Each is defined using multiple behavioral measures. Measures include concepts not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and constituent behaviors provide a framework for future research and service training and management.



Frazer Winsted, K. (2000), "Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 No. 3/4, pp. 399-417.




Copyright © 2000, MCB UP Limited

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