Mary Stanfield Tetreault
Biographic Data
| ID | 10728425 |
|---|---|
| NAME | Mary Stanfield Tetreault |
| GIVEN NAMES | Mary Stanfield |
| FAMILY NAME | Tetreault |
| SIGNATURE | TETREAULT M S |
| AFFILIATIONS | George Mason University |
| VERIFIED | No |
| TOTAL WORKS | 1 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 1 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 1990 |
| LATEST PUBLICATION YEAR | 1990 |
| H-INDEX | 0 |
The Service Encounter
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 very satisfactory service encounters from very dissatisfactory ones. Key implications for managers …
No prominent works on this page.
The Service Encounter
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 very satisfactory service encounters from very dissatisfactory ones. Key implications for managers …
Advertising (1 work) · Business (1 work) · Computer Science (1 work) · Computer security (1 work) · Critical Incident Technique (1 work) · Customer service (1 work) · Customer Service Quality and Loyalty (1 work) · Key (lock) (1 work) · Marketing (1 work) · Point (geometry) (1 work)