Cornell Study Highlights Customers' Role in Service Quality
December 10, 2014 9:53am
"Due to the distinctive features of the cruise ship environment, these four relationships serve as an effective framework for examining the customer's role in creating his or her service experience," explained Brownell, who is a professor of organizational behavior at the Cornell School of Hotel Administration. "Based on my interviews and on numerous studies of the interactions between customers and employees, the passenger roles that emerged suggest direction for both researchers and practitioners."
Brownell outlined the framework as follows.
In summary, Brownell suggests that managers place increased focus on dimensions that form the context of the service relationship as they strive to increase customer satisfaction. The goal is to identify elements of the service environment that can be managed to improve specific interactions between customers or between customers and service employees and thereby enhance the service experience.
Contact: Carol Zhe
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