The effects of physical and social context on evaluations of captive, intensive service relationships
成果类型：
Article
署名作者：
Conlon, DE; Van Dyne, L; Milner, M; Ng, KY
署名单位：
Michigan State University; Nanyang Technological University
刊物名称：
ACADEMY OF MANAGEMENT JOURNAL
ISSN/ISSBN：
0001-4273
DOI：
10.5465/20159592
发表日期：
2004
页码：
433-445
关键词：
摘要：
Expanding a conceptual framework, we differentiated services on the basis of their levels of captivity (the difficulty of a customer's leaving) and intensity (the number of services performed), arguing that context is especially critical to service delivery when these levels are high. Data from cruise ships generally supported our hypotheses. We report effects of physical and social context on evaluations made by passengers, industry experts, and government regulators. Implications for managers of other service settings are discussed.