TY  - JOUR
AB  - 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.
VL  - 8
IS  - 1
SN  - 0956-4233
DO  - 10.1108/09564239710161088
UR  - https://doi.org/10.1108/09564239710161088
AU  - Chandon Jean‐Louis
AU  - Leo Pierre‐Yves
AU  - Philippe Jean
PY  - 1997
Y1  - 1997/01/01
TI  - Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 65
EP  - 86
Y2  - 2024/04/20
ER  -