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Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

Jean‐Louis Chandon (University of Aix‐Marseille, Aix‐en‐Provence, France)
Pierre‐Yves Leo (University of Aix‐Marseille, Aix‐en‐Provence, France)
Jean Philippe (University of Aix‐Marseille, Aix‐en‐Provence, France)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 1997

4785

Abstract

Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face‐to‐face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter.

Keywords

Citation

Chandon, J., Leo, P. and Philippe, J. (1997), "Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel", International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86. https://doi.org/10.1108/09564239710161088

Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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