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Some Moderating Effects of Client‐interaction Need on Perceived Technology and Structure in Service Providers′ Tasks

International Journal of Service Industry Management

ISSN: 0956-4233

Publication date: 1 March 1992

Abstract

Face‐to‐face role sending between client and service provider, described here as client‐interaction need (CIN), is more extensive and crucial in some service situations than in others. Reports a study of the relation of CIN to the task uncertainty and certain aspects of formalization which surround the activities of core service providers in three types of service organizations. As task uncertainty increased, service providers reported a greater emphasis on rules and procedural specification surrounding their interactions with clients. These relations became stronger as CIN increased.

Keywords

Citation

Mills, P.K. and Morris, J.H. (1992), "Some Moderating Effects of Client‐interaction Need on Perceived Technology and Structure in Service Providers′ Tasks", International Journal of Service Industry Management, Vol. 3 No. 1, pp. 4-13. https://doi.org/10.1108/EUM0000000002807

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited