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The service provider's service encounter holistic cyclical model

conference contribution
posted on 2017-12-06, 00:00 authored by Leonce NewbyLeonce Newby, Antony WardAntony Ward
This is a conceptual paper that proposes a series of five models that show the cyclical process that service providers go through before, during and after a service encounter. Such ‘critical incidents’ are of great interest to marketers, but have not been researched extensively from a holistic perspective. The models identify the main variables that impact on the providers’ perceptions and behaviour in this cyclical process. The paper identifies future research directions and offers four hypotheses for testing.

Funding

Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)

History

Parent Title

Australian & New Zealand Marketing Academy (ANZMAC) Conference 2005 : Broadening the Boundaries, 05-07 Dec 2005, Fremantle, Western Australia.

Start Page

178

End Page

187

Number of Pages

10

Start Date

2005-01-01

ISBN-10

064645546X

Location

Fremantlle, W.A.

Publisher

ANZMAC

Place of Publication

Perth, W.A.

Peer Reviewed

  • Yes

Open Access

  • No

External Author Affiliations

Conference; Faculty of Business and Informatics;

Era Eligible

  • Yes

Name of Conference

Australian & New Zealand Marketing Academy. Conference

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