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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.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 February 1991



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.



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.




Copyright © 1991, MCB UP Limited

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