The Role of Rites of Integration in Service Delivery
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 April 1991
Abstract
Rites of integration can establish the appropriate level of psychological involvement between service providers and customers during the service encounter. This facilitates customers sharing information necessary for service production and the favourable evaluation by customers of the cues they perceive during the service delivery process. The design of alternative rites that result in varying levels of involvement are described, as are the consequences associated with customers having their expectations of involvement confirmed or disconfirmed.
Keywords
Citation
Siehl, C., Bowen, D.E. and Pearson, C.M. (1991), "The Role of Rites of Integration in Service Delivery", International Journal of Service Industry Management, Vol. 2 No. 1, pp. 15-34. https://doi.org/10.1108/09564239110140311
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited