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December 1985
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1,437 Reads
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1,245 Citations
Journal of Marketing
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
January 1985
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4,249 Reads
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1,404 Citations
Journal of Marketing
This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.
January 1983
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22 Reads
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31 Citations
Journal of Business Research
... Beyond the field of ethics, several studies drew on theories from psychology (such as theory of planned behavior [103], theory of mind [104], and role theory [105]), which highlight customers' cognitive processes, social categories, or behavioral decisions that influence customer-robot interactions. Other studies relied on communication theories (e.g., media equation theory [106]), which examine how people respond to communication media and suggest that humans treat robots as real social actors. ...
December 1985
Journal of Marketing
... Past research uses interdependence theory (Surprenant, Solomon and Gutman, 1983) to argue that both parties engaged in a service encounter are mutually dependent because the behavior of one party influences the outcomes received by the other and vice versa. In addition, role theory (Solomon et al., 1985) suggests that those service encounters that are relatively standard and involve basic interpersonal interactions, generally have clearly defined roles and scripts for the roles played by customers and service employees in such service encounters. ...
Reference:
Intercultural Service Encounters
January 1983
Journal of Business Research
... Customers apply social norms to interactions, including those with embodied conversational agents, and form expectations about role-congruent appearance and behavior (Blaurock et al., 2022;Solomon et al., 1985), such as whether an embodied conversational agent "looks" and "acts" like a partner or servant. We thus anticipate an optimal design for each embodied conversational agent role, such that customers' proxy efficacy beliefs and subsequent outcome expectancy are highest when the intended role is congruent with the embodied conversational agent's appearance (human vs. robotic) and conversation style (emotional vs. functional). ...
January 1985
Journal of Marketing
