This study examines service provider behaviors that influence customer evaluation of service encounters. An initial survey develops a list of behaviors relevant to service encounter evaluation, and a second survey examines levels of these behaviors in restaurant and medical transactions. The relationship between these levels and encounter satisfaction is examined and behaviors are grouped into four dimensions, each with multiple behavioral measures. These four dimensions (concern, congeniality, civility, and responsiveness) include some concepts that are not widely addressed in current services literature, including conversation, respect, genuineness, attitude, and demeanor. These dimensions and their constituent behaviors provide a framework for future research and service management.
Kathryn Frazer Winsted, Ph.D.
Pace University
861 Bedford Road
Pleasantville, NY 10598
914/773-3905
FAX: 914/773-3908
email: winsted@pace.edu
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