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Management Communication Quarterly
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A Framework for the Interdisciplinary Research on Customer Service Encounters

Wendy S. Zabava Ford

Western Michigan University

Christina Nation Etienne

University of Arkansas at Little Rock

A framework is proposed for organizing and conceptualizing the interdisciplinary research on customer service encounters. The framework reflects clear research foci on provider service behaviors and predictors and outcomes of those behaviors in customer service encounters. Service behaviors tend to fall within three categories: courteous service, personalized service, or manipulative service. These behaviors have been predicted by variables in the customers served, the providers serving them, and the context of service. In turn, service behaviors may influence customer responses and providers' own responses as outcomes of the encounters. Future research should continue to explore the variety of provider behaviors, predictors, and outcomes relevant to different service contexts.

Management Communication Quarterly, Vol. 7, No. 4, 413-441 (1994)
DOI: 10.1177/0893318994007004003
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