A General Description on the Research of Service Interaction Abroad

Abstract

Abstract: Service interaction as the emerging field of service management is the extension and development of service contact theory. Based on the relevant literature abroad, the article expounds the research origin of service interaction. What’s more, it makes an analysis on service interaction structure, and refines different types of service interaction mode and service interaction subject. In addition, the article also explores the factors influencing the quality of service interaction further. Finally, the prospect of research is put forward.

Keywords: service interaction; foreign; interaction structure; research prospect

摘要： 服务交互作为服务管理的新兴研究领域，是服务接触理论的延伸和发展。本文在对相关外文文献梳理的基础上，阐述了服务交互的研究源起，分析了服务交互的组成结构，从而归纳提炼出服务交互主体以及交互方式的不同类型，并进一步探讨服务交互质量的影响因素，最后提出了研究展望。

关键词: 服务交互, 国外, 交互结构, 研究展望

Zhang Dan,Wu Zhensong. A General Description on the Research of Service Interaction Abroad[J]. Journal of Beijing International Studies Universit, 2014, 36(7): 40-.

张丹,吴真松. 服务交互外文研究文献综述[J]. 北京第二外国语学院学报, 2014, 36(7): 40-.

References

［1］ G．Lynn Shostack，“Planning the service encounter,”in J．A．Czepiel，M．R．Solomon，and C．F．Surprenant（ eds．）：The Service Encounter［M］．Lexington，MA ：Lexington Books，1985 ：243~254．
［2］ Bitner M．J，Booms B．H，and Tetreault M．S．The service encounter ：Diagnosing favorable and unfavorable incidents［J］．Journal of Marketing, January，1990 ：71~84．
［3］ Chandon，J．，Leo，P．and Philippe，Service encounter dimensions – a dyadic perspective ：Measuring the dimensions of service encounters as perceived by customers and personnel［J］International Journal of Service Industry Management，1997，8（1）：65~86．
［4］ Surprenant C F，Solomon M R．Predictability and personalization in the service encounter［J］．The Journal of Marketing，1987 ：86~96．
［5］ Gutek，B．A．，Bhappu，A．D．，Liao–Troth，M．A．& Cherry，B．Distinguishing between service relationships and encounters［J］．Journal of Applied Psychology．1999，84 ：218~233．
［6］ Lehtinen U，Lehtinen J R．Service Quality: A Study of Quality Dimensions［M］．Service Management Institute，1982．
［7］ Czepie，John，Solomon，Michael R，Surprenant，Carol F．，and Gutman．Service Encounters: An Overview in the Service Encounter［M］．Lexington，1985 ：3~15．
［8］ Markus Groth，BarbaraA．Gutek，Bambi Douma．Effects of service mechanisms and modes on customers’attributions about service delivery［J］．Journal of Quality Management，2001，6 ：331~348．
［9］ Solomon M R，Surprenant C，Czepiel J A，et al．A role theory perspective on dyadic interactions ：The service encounters［J］．The Journal of Marketing，1985 ：99~111．
［10］ Gwinner K P，Gremler D，Bitner M J．Relational benefits in services industries ：The customer’s perspective［J］．Journal of the Academy of Marketing Science，1998，26（2）：101~114．
［11］ Grönroos C．A service quality model and its marketing implications［J］．European Journal of Marketing，1984，18（4）：36~44．
［12］ Lockwood A．Using service incidents to identify quality improvement points［J］．International Journal of Contemporary Hospitality Management，1994，6（1/2）：75~80．
［13］ Bitner MJ，Booms BH，Tetreault MS．The service encounter ：Diagnosing favorable and Unfavorable incidents［J］．J Mark，1990 |54（1）：71~84．
［14］ Bateson J E G，Lovelock C H，Eiglier P. Services Marketing: New Insights from Consumers and Managers［M］．Cambridge，MA ：Marketing Science Institute，1981．
［15］ Yoo J J，Arnold T J，Frankwick G L．Effects of positive customer-to-customer service interaction［J］．Journal of Business Research，2012，65（9）：1313~1320．
［16］ Rosenbaum MS．Return on community for consumersand service establishments［J］．Ser Res，2008,11（2）：179~196．
［17］ Muñiz AM，Schau HJ．Religiosity in the abandonedapple Newton brand community［J］．Consumers，12005，31（4）：737~747．
［18］ Gruen TW，Osmonbekov T，Czaplewski AJ．Cus tome r- to- customer exchange ：Its M OAAntecedents and its impact on value creation and loyalty［J］．Acad Mark Sci，2007，35（4）：537~549．
［19］ Hartline M D，Ferrell O C．The management of customer-contact service employees ：An empirical investigation［J］．The Journal of Marketing，1996 ：52~70．
［20］ Coyle-Shapiro J，Kessler I．Consequences ofthe psychological contract for the employment relationship ：A large scale survey［J］．Journal of Management Studies，2000，37（7）：903~930．
［21］ Wilson K S，Sin H，Conlon D E．What about theleader in leader-member exchange? The impact of resource exchanges and substitutability on the leader［J］．Academy of Management Review，2010，35（3）：358~372．
［22］ King C，Grace D．Exploring managers’ perspectives of the impact of brand management strategies on employee roles within a service firm［J］．Journal of Services Marketing，2006，20（6）：369~380．
［23］ Bertlett J，Johansson C R，Arvidsson M，et al．A two-way approach of congruent behavior between leaders and staff in the employeeship concept ：Test of model，questionnaires，and influence on climate［J］．Leadership & Organization Development Journal，2012，33（5）：428~446．
［24］ Svensson G．New aspects of research into service encounters and service quality［J］．International Journal of Service Industry Management，2006，17（3）：245~257．
［25］ Lovelock，C．H．，Classifying service to gain strategic marketing insights［J］．Journal of Marketing，1983，47 ：9~20．
［26］Gabbott，M．，Hogg，G．The role of non-verbal communication in service encounters ：A conceptual framework［J］．Journal of Marketing Management，2001，17（2）：5~26．
［27］ Chase，R．B．Where Does a customer fit in a service operation?［J］．Harvard Business Review，1978，56（6）：137~142．
［28］ Dwayne D．Gremler，Mary Jo Bitner and KennethR．Evans．The internal service encounter［J］．Logistics Information Management．1995，8（04）：28~34．
［29］ Lewis，Entwistle．Managing the service encounter ：A focus on the employee［J］，International Journal of Service Industry Management，1990，1（03）：41~52．
［30］ Gronroos，Christian．The marketing strategy continuum ：Towards a marketing concept for the1990s［J］．Management Decision，1990，29（ 1）：7~14．
［31］ Chan，Z．，A Study on the Influences of Internal Management and Interaction Quality Factors on the Customer Relationship Quality ：Taking Taiwan’s Insurance Industry as an Object［D］．Taiwan ：Tamkang University，2002 ：26~27．
［32］ Yang K，Liang H，Wang B．Studies on the Factors of Interaction Quality in Public Service Quality Management［C］．Management and Service Science（MASS），2010 International Conference on．IEEE，2010 ：1~6．
［33］ Bitner M J．Evaluating service encounters：The effects of physical surroundings and employee responses［J］．The Journal of Marketing，1990 ：69~82．
［34］ J．J．Cronio and M．K．Brady．Some new thoughts on conceptualizing perceived service quality ：Ahierarchical approach［J］．Journal of Marketing，2001，（6）：78~92．
［35］ Parasuraman，A．，Valarie A．Zeithaml，Leonard L．Berry．SERVQUAL ：A multiple-item scale for measuring consumer perceptions of service quality［J］．Journal of Retailing，1988，64 ：12~40．
［36］ Raajpoot N．Reconceptualizing service encounter quality in a non-western context［J］．Journal of Service Research，2004，7（2）：181~201．
［37］ Mattila A S，Enz C A．The role of emotions in service encounters［J］．Journal of Service Research，2002，4（4）：268~277．
［38］ Lloyd A E，Luk S T K．Interaction behaviors leading to comfort in the service encounter［J］．Journal of Services Marketing，2011，25（3）：176~189．
［39］Czepiel J A．Service encounters and service relationships ：Implications for research［J］．Journal of Business Research，1990，20（1）：13~21．
［40］ Stephen J．，Grove，Raymond P．，Fisk．The impact of other customers on service experiences ：A critical incident examination of“ getting along”［J］．Journal of Retailing，1997，73（1）：63~85．
［41］ Hu ， I M i c h a e lK．， J o h n E．G． B a t e s o n ．Perceived control and the effects of crowding and consumer．choice on the service experience［J］．Journal of Consumer Research，1991，18（2）：174~184．
［42］ Göran Svensson．Interactive service quality in service encounters ：Empirical illustration and models［J］．Managing Service Quality，2004，14（4）：278~287．
［43］ Solomon，Michael R．，Carol Surprenant，John A．Czepiel，and Evelyn G．Gutman．A role theory perspective on dyadic interactions ：The service encounter［J］．Journal of Marketing，1985，49 ：99~111．
［44］ Guiry M．Consumer and employee roles in service encounter［J］．Advances in Consumer Research，1992，19（1）：666~672．
［45］ Coulter R A．Changing faces in services relationships：Customers=roles during dissatisfactory service encounters［J］．Advances in Consumer Research，2001，28 ：71~76．
［46］ Bernd Stauss，Paul Mang．Culture shocks in intercultural service encounters?［J］．Journal of Services Marketing，1999，13（4/5）：329~346．
［47］ Patterson P G，Smith T．A cross-cultural study of switching barriers and propensity to stay with service providers［J］．Journal of Retailing，2003，79（2）：107~120．
［48］ Sharma P，Tam J L M，Kim N．Demystifying intercultural service encounters toward a comprehensive conceptual framework［J］．Journal of Service Research，2009，12（2）：227~242．

[1]	Xu Feng. On the Chinese Translation of the Japanese Tyou-renga [J]. Journal of Beijing International Studies University, 2023, 45(3): 74-90.
[2]	Huo Wei, Wang Xuemei. Reviewing the Research of Foreign Language Teaching Materials and Promoting the Development of Foreign Language Teaching Materials—A Review of the Construction of Foreign Language Teaching Materials in China: Theory and Practice [J]. Journal of Beijing International Studies University, 2023, 45(2): 102-109.
[3]	Gao Yuxia, Ren Dongsheng. Bettering Translation Planning to Improve the Capacity of the State Translation Program: A Talk with Professor Ren Dongsheng [J]. Journal of Beijing International Studies University, 2023, 45(2): 149-159.
[4]	Cao Yufei, Ding Yiwen. Research on the Chinese Characteristics of Foreign Language Speech Materials in China from a Comparative Perspective — Taking Understanding Contemporary China: Spanish Speech Course as an Example [J]. Journal of Beijing International Studies University, 2023, 45(2): 88-101.
[5]	Liu Zequan, Guo Mi. A Survey of Modern and Contemporary Henan Translators [J]. Journal of Beijing International Studies University, 2023, 45(1): 13-29.
[6]	Zhang Hongyi, Liu Wenjia. Research on the Compilation of the Arabic Edition of “Understanding Contemporary China” in the Context of the New Liberal Arts [J]. Journal of Beijing International Studies University, 2022, 44(6): 91-101.
[7]	Guo Yadong. Foreign Studies of Evidentiality Revisited [J]. Journal of Beijing International Studies University, 2022, 44(5): 119-129.
[8]	Feng Guoxin. Theory Peculiar to Language and Its Teaching: On Pan Wenguo’s Foreign Language Teaching Method with Chinese Characteristics [J]. Journal of Beijing International Studies University, 2022, 44(5): 69-83.
[9]	Liu Qiping. The Ideological-Political Elements within Foreign Literature Courses in the Context of the New Era: Taking Studies of Chinese Culture in the "Chinese American Literature" Course as an Example [J]. Journal of Beijing International Studies University, 2022, 44(4): 50-62.
[10]	Wang Zhuo. Literature Education and Talent Cultivation of English Majors in Normal Universities: A Perspective of Teacher Education Professional Programmatic Accreditation [J]. Journal of Beijing International Studies University, 2022, 44(3): 85-98.
[11]	Ma Rong, Liu Yufei. Hotspots, Frontiers and Evolution of Foreign Language Teaching Research in China—Co-word Visualization Analysis Based on CNKI Academic Journal Articles [J]. Journal of Beijing International Studies University, 2021, 43(4): 19-32.
[12]	Xu Ying. Foreign Language Strategy in China: Present and Future [J]. Journal of Beijing International Studies University, 2021, 43(4): 45-57.
[13]	Cai Jigang. Cultivating Innovative Talents from the Perspective of Scientific Literacy: A Study of College English Curricula [J]. Journal of Beijing International Studies University, 2021, 43(2): 3-14.
[14]	Wang Xinbo, Dong Haoqu. On the Training Mechanism for Cultivating New-era Legal Talents for Foreign Affairs [J]. Journal of Beijing International Studies University, 2021, 43(1): 37-49.
[15]	Zheng Youjie, Zhang Falian. A Preliminary Discussion of Legal English Planning [J]. Journal of Beijing International Studies University, 2020, 42(5): 83-93.