Understanding satisfying service encounters in retail banking – a dyadic perspective

The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what con...

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Bibliographic Details
Main Authors: Nathalie Kania, Thorsten Gruber
Format: Default Article
Published: 2013
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Service encounters
Service quality
Retail banking
Dyadic approach
Customer satisfaction
Customer expectations
Frontline employees
Employee behaviour
Service dominant logic
Means-end approach
Laddering
Bank services
Friendliness
Competence
Responsiveness
Honesty
Communication skills
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/13894
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