A dynamic process model of dissatisfaction for unfavorable, non-routine service encounters

• 成果类型: Article
• 署名作者: Dasu, S; Rao, J
• 署名单位: University of California System; University of California Los Angeles; Babson College
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 1999
• 页码: 282-300
• 关键词: service encounters; expectations; INFORMATION; industry standards

摘要

This paper explores the effect of expectations and information on customer dissatisfaction in unfavorable, nonroutine service encounters. In complex services (e.g., health care) with multiple encounters and wide range of services, customers use some of the services rarely or only once. In such encounters, customers may not have clear expectations regarding the process and/or outcome of the impending service delivery. This may increase the likelihood of the customer to perceive poor service or be dissatisfied. Hypotheses regarding the nature of expectations-levels, uncertainty, consistency-and its affects on customer dissatisfaction are tested using a dynamic process model of customer dissatisfaction.