Compatibility Management: Roles in Service Performers
Charles A. Pranter
(Assistant Professor of Management at The wichita State University. He teaches graduate and undergraduate courses in Organization Theory and Organization Behavior.)
Charles L. Martin
(Assistant Professor of Marketing at the Wichita State University, where he teaches two course in the marketing of services.)
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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.
Keywords
Citation
Pranter, C.A. and Martin, C.L. (1991), "Compatibility Management: Roles in Service Performers", Journal of Services Marketing, Vol. 5 No. 2, pp. 43-53. https://doi.org/10.1108/08876049110035530
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited