A Look into the (Not So) Bright Side of Life: An Exploration of the Negative Service Encounter and Its Effect on the Next Customer: An Abstract

Achilleas Boukis,Ebru Ulusoy,Arne Baruca

doi:10.1007/978-3-319-99181-8_91

A Look into the (Not So) Bright Side of Life: An Exploration of the Negative Service Encounter and Its Effect on the Next Customer: An Abstract

Achilleas Boukis, Ebru Ulusoy + Show 1 more

https://doi.org/10.1007/978-3-319-99181-8_91

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Publication Date: Jan 1, 2018

Affiliation: University of Sussex, Farmingdale State College, Texas A&M University – San Antonio

#Negative Encounter #Negative Service Encounter + Show 6 more

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Abstract

The purpose of this study is to investigate the negative service encounter by aiming to understand how and if the employee’s negative service encounter experience affects the customer being served following that negative encounter. This exploratory study expands the understanding of the complex and multidimensional phenomenon of service-encounter spirals among customers and employees.

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