Session Summary

Session Number:690
Session ID:S1351
Session Title:Structuring Service Interactions for Effective Service Delivery: New Research Findings
Short Title:
Session Type:Division Symposium
Hotel:Hyatt West
Floor:LL2
Room:Atlanta
Time:Wednesday, August 11, 1999 12:20 PM - 2:10 PM

Sponsors

OB  (Robert Liden)bobliden@uic.edu (312) 996-4481 

General People

Chair Hunter, Larry W. U. of Pennsylvania hunterl@wharton.upenn.edu 215-898-5739 
Discussant Gutek, Barbara A. U. of Arizona bgutek@bpa.arizona.edu 520-621-1053 

Submissions

Customer Reactions to Service Relationships and Encounters 
Presenter Cherry, Bennett  U. of Arizona bcherry@u.arizona.edu 520-621-7473 
Presenter Gutek, Barbara A. U. of Arizona bgutek@bpa.arizona.edu 520-621-1053 
Presenter Bhappu, Anita D. U. of Arizona abhappu@bpa.arizona.edu 520-621-1053 
Customer/Provider versus Provider/Provider Relationships: Impact on Trust, Service Quality and Intent to Recommend 
Presenter Hoffer Gittell, Jody  Harvard U. jgittell@hbs.edu 617-495-6768 
The Effects of Gender Bias on Phone-Based Service Encounters 
Presenter Moshavi, Dan  San Jose State U. moshavi_d@cob.sjsu.edu (408) 924-3553 
Effects of Explanations and Waiting Duration Information on Perceptions of Service Delivery Delays 
Presenter Gilliland, Stephen W. U. of Arizona sgill@bpa.arizona.edu (520) 621-9324 
Presenter Groth, Markus  U. of Arizona markus@u.arizona.edu 520-621-1053 

Abstract

One of the key features of service, and one that differentiates it from the production of goods, is that it is produced in the presence of, and frequently with the help of, the customer. This symposium focuses broadly on the interactions that form the basis of service delivery. Structuring customer-provider interaction and coordinating interactions among providers and between provider and customer are strategic considerations that contribute to the effectiveness of the service organization. Bennett Cherry, Barbara Gutek and Anita Bhappu compare customers' reactions to service relationships (where customers have a "regular" provider) versus service encounters (where customers interact with a stranger) in three service domains. Jody Hoffer Gittell examines not only customer-provider interactions but also the quality of provider-provider interactions in a study of hospital care. She finds that, along with having a service relationship with a health care provider, good relationships among service providers predict customers' evaluations of medical care. Dan Moshavi examines telephone service encounters, focusing on the effects of gender in customers' evaluation of service. It appears that rather than preferring a service provider of their own sex, customers are most satisfied when the service provider is of the other sex. Finally, Markus Groth and Stephen Gilliland examine the effects of waiting on the service evaluation and find that the type of explanation given affects the subject's evaluation. In general, the way firms structure interaction between providers and customers does affect the customers' evaluation.