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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/13894

Title: Understanding satisfying service encounters in retail banking – a dyadic perspective
Authors: Kania, Nathalie
Gruber, Thorsten
Keywords: Service encounters
Service quality
Retail banking
Dyadic approach
Customer satisfaction
Customer expectations
Frontline employees
Employee behaviour
Service dominant logic
Means-end approach
Bank services
Communication skills
Issue Date: 2013
Publisher: © Inderscience
Citation: KANIA, N. and GRUBER, T., 2013. Understanding satisfying service encounters in retail banking – a dyadic perspective. International Journal of Services, Economics and Management, 5 (3), pp.222-255.
Abstract: The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted. The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.
Description: This is the accepted version of a paper published in the journal, International Journal of Services, Economics and Management.
Version: Accepted for publication
DOI: 10.1504/IJSEM.2013.054950
URI: https://dspace.lboro.ac.uk/2134/13894
Publisher Link: http://dx.doi.org/10.1504/IJSEM.2013.054950
ISSN: 1753-0822
Appears in Collections:Published Articles (Business School)

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