Bernard H. Booms's research while affiliated with University of Washington Tacoma and other places

Publications (8)

Article
In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounter...
Article
In service settings, customer satisfaction is often influenced by the quality of the interpersonal interaction between the customer and the contact employee. Previous research has identified the sources of satisfaction and dissatisfaction in service encounters from the customer's point of view; this study explores these sources in service encounter...
Article
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish...
Article
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish...
Article
This article presents results of a study which examined the structure of the travel and tourism distribution system, as well as the operations, motivations, and interactions of the intermediaries of that system. The study also explored the way the travel and tourism distribution system will operate in the future.
Article
The effects of airline deregulation on the U. S. travel agency industry are examined in this article. In September 1981, after this article was submitted for publication, the Civil Aeronautics Board (CAB) made its final decision on the pricing phase of the Competitive Marketing case. The CAB's final decision is a form of maximum tariffs as this art...
Article
The purpose of this paper is to outline some new managerial tools for the tourism industry. The thesis pursued here is that the managers of service operations face a number of challenges distinctly different from those encountered by managers of goods-producing activities; and therefore that tourism managers require management technologies designed...

Citations

... Script theory contends that there is a common sequence of acts in service encounters in which customers and employees "share similar beliefs regarding their roles and the expected sequences of events and behaviors (Bitner et al., 1994)" (Magnini et al., 2007, p. 214). Therefore, "service failures heighten the sensitivity and awareness of the customer due to deviation from an anticipated transactional script" (Magnini et al., 2007, p. 214). ...
... Failure to apologize can become a second injury or "doubledeviation" (Bitner et al., 1990). These findings illustrate that service employees experience considerably more damage to their well-being in the absence of a customer apology. ...
... Another way the resort continued to learn about their guests was through gathering feedback from guest complaints on TripAdvisor. It is, thus, vital that managers take responsibility for service failure and recognize its cause.According to Bitner et al. (1994), service failure occurs because of the failure of the service system, where it is likely that customers will change the service provider in the long run. ...
... Although the role played by city managers in city image communication is crucial (Booms and Bitner, 1980;Krupskyi and Grynko, 2018), the PMRT model highlights the importance of the audience, which includes both residents and tourists. And it advocates the need to think about residents in city image communication (Braun et al., 2013) and the power of the social media user (Sevin, 2014;Wang and Feng, 2021). ...
... (Bahia & Nantel, 2000)developed the BSQ and SERVQUAL as well as other service quality measurements, which have been criticized and proven to have weaknesses. In establishing service quality for banking services, (Bahia & Nantel, 2000) use the marketing mix framework developed by (Bitner & Booms, 1981) in (Bahia & Nantel, 2000)) which is commonly referred to as the 7Ps, namely: Banking Service Quality BSQ) proved to be valid and better than SERVQUAL developed by (Parasuraman et al., 2002) In Table 1 below, it can be seen the comparison between BSQ and SERVQUAL (Bahia & Nantel, 2000) Based on the results of the analysis, 6 dimensions of Banking Service Quality (BSQ) were obtained, which were then appointed as variables research, namely: ...
... The attribution process is "the process of inferring the causes of events or behaviors" (Heider, 2013). Great attention has been paid to service recovery in interpersonal services using attribution theory (Folkes 1984;Bitner 1990;Bitner et al., 1990;Smith et al., 1999;Maxham and Netemeyer, 2002;Iglesias et al., 2015). Whereas, research on how service failures affect consumer reactions n amely; satisfaction, word of mouth, and repurchase intention in the self-service setting is still in its infancy (Köcher and Paluch, 2019). ...
... Dinescape is a dynamic food service environment co-created and reconstructed in every single experiential occurrence by the atmosphere, visiting guests and serving staff. This unique experiential service environment rests on tangible and intangible features (Booms and Bitner, 1982) and social interaction (Kim et al., 2010). ...
... A restaurant's physical atmosphere may reinforce a company's product image, reshape the expectations of customers, and explicitly affect customer satisfaction (Bitner and Booms, 1982). Hanaysha (2016) noted that the essence of the physical environment, namely temperature, illumination, smell, noise, mood, and music, involves both tangible and intangible factors within and around a restaurant. ...