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首页> 外文期刊>Journal of Business Research >Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter
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Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter

机译：特质的服务体验：当客户希望获得非凡的服务体验时

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摘要

For many customers "good" service is not enough to create an experience that warrants telling others. Customers want an extraordinary service experience, but what does that really mean? Through an initial qualitative study, the authors tackle this question and conceptualize a term called Idiosyncratic Service Experience (ISE) to represent the interpersonal aspects that create these unique or special service experiences. ISE is a higher order construct made up of a) perceived employee effort, b) surprise, and c) perceived employee empathy. Further, the authors examine the antecedents and consequences of ISEs in a structural model. The results of our study found that ISEs promoted feelings of delight which lead to a higher tolerance to future failures, decreased price consciousness, and stimulated self-enhancing word-of-mouth. We also explore how exception making or the willingness of an employee to break a service norm influences ISEs and evaluations of delight.
机译：对于许多客户而言，“良好”的服务不足以创造一种可以告诉他人的体验。客户想要非凡的服务体验，但这到底意味着什么？通过初步的定性研究，作者解决了这个问题，并概念化了一个称为“特质服务体验”（ISE）的术语，以代表创造这些独特或特殊服务体验的人际关系。 ISE是由a）感知员工的努力，b）惊喜和c）感知员工的同理心组成的高阶结构。此外，作者在结构模型中检查了ISE的前提和后果。我们的研究结果发现，ISE促进了愉悦感，导致对未来失败的容忍度更高，价格意识下降，并激发了自我增强的口碑。我们还将探讨异常处理或员工违反服务规范的意愿如何影响ISE和愉悦性评估。

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