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Full-Text Articles in Business
The Customer's Role In The Service Encounter: The Effects Of Control And Fairness, Karthik Namasivayam, Timothy Hinkin
The Customer's Role In The Service Encounter: The Effects Of Control And Fairness, Karthik Namasivayam, Timothy Hinkin
Timothy R. Hinkin
Two key elements of service satisfaction for customers are the perception that they have at least some control or choice and that the service provider is being fair. That notion was tested in a video-based experiment in which 50 subjects watched either a restaurant-based or hotel-based scenario that depicted an employee's response to the subject's request for a change in the original order or reservation. In half the scenarios the guest's wish was granted and in half; it was not. Whether the request was granted or not, in half the scenarios the employee behaved in a fair fashion (by being …
The Service Imperative: Factors Driving Meeting Effectiveness, Timothy R. Hinkin, J. Bruce Tracey
The Service Imperative: Factors Driving Meeting Effectiveness, Timothy R. Hinkin, J. Bruce Tracey
Timothy R. Hinkin
[Excerpt] American businesses spent over $100 billion in 1997 on business meetings, conferences, and training programs. To meet this demand, hotels and conference centers have made large investments in developing and enhancing meeting space. Competition for the meeting and convention business has tightened, particularly with the emergence of such markets as Las Vegas, Atlanta, and Orlando as viable alternatives to the traditional major-city locations. The meeting business is further pressed by technologies such as distance learning and interactive multimedia. In addition, customers are becoming more concerned with the effectiveness of meetings, and are taking steps to ensure that the money …