Service encounter needs theory : a dyadic, psychosocial approach to understanding service encounters

Bradley, Graham L., McColl-Kennedy, Janet R., Sparks, Beverley A., Jimmieson, Nerina L., & Zapf, Dieter (2010) Service encounter needs theory : a dyadic, psychosocial approach to understanding service encounters. In Wilfred, J. Zerbe, Charmine, E.J. Hartel, & Neal, M. Ashkanasy (Eds.) Emotions and Organizational Dynamism. Emerald Group Publishing, Bingley, United Kingdom, pp. 221-258.

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Interactions between customers and service providers are ubiquitous. Some of these encounters are routine, but many are characterized by conflict and intense emotions. This chapter introduces a new theory, service encounter needs theory (SENT) that aims to elucidate the mechanisms through which service encounter behaviors affect outcomes for customers and employees. Evidence is presented for the preeminence within these encounters of eight psychosocial needs, and propositions are advanced regarding likely antecedents to fulfillment and violation of these needs. Emotional experiences and displays are viewed as important consequences of need fulfillment and violation, as are numerous cognitive, behavioral, and health-related outcomes.

Impact and interest:

12 citations in Scopus
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9 citations in Web of Science®

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ID Code: 71751
Item Type: Book Chapter
Additional Information: Publication date 2 July 2010 1746-9791
Keywords: Emotion Recognition, Conflicts, Service Providers, Customers
DOI: 10.1108/S1746-9791(2010)0000006013
ISBN: 9780857241788
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Deposited On: 19 May 2014 01:56
Last Modified: 26 Oct 2015 16:23

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