Managing customer experiences: Perspectives on the temporal aspects of service encounters

• 成果类型: Review
• 署名作者: Bitran, Gabriel R.; Ferrer, Juan-Carlos; Rocha e Oliveira, Paulo
• 署名单位: Massachusetts Institute of Technology (MIT); Pontificia Universidad Catolica de Chile; University of Navarra; IESE Business School
• 刊物名称: M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1523-4614
• DOI: 10.1287/msom.1060.0147
• 发表日期: 2008
• 页码: 61-83
• 关键词: psychology of waiting; marketing/operations interface; Queueing; Behavioral operations management; service encounters; Service Operations Management; services marketing

摘要

A service encounter is an experience that extends over time. Therefore, its effective management must include the control of the timing of the delivery of each of the service's elements and the enhancement of the customer's experience between and during the delivery of the various elements. This paper provides a conceptual framework that links the duration of a service encounter to behaviors that have been shown to affect profitability. Analysis of the framework reveals a wide gap between the behavioral assumptions typically made in operations research (OR) and operations management (OM) models and the state of the art in the marketing and psychology literature. The central motivations behind this paper are (1) to help the OR and OM community bridge this gap by bringing to its attention recent findings from the behavioral literature that have implications for the design of queueing systems for service firms and (2) to identify opportunities for further research.