Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing. Export

@article{citeulike:748524, abstract = {Because customers' assessment of services is based on performances rather than objects, they rely on the numerous clues that are embedded in performance when choosing services and evaluating service experiences. Indeed, it is often small clues that influence a customer's overall perception of an experience. Customers form perceptions based on the technical performance of the service (functional clues), the tangibles associated with the service (mechanic clues), and the behavior and appearance of service providers (humanic clues). Functional, mechanic, and humanic clues play specific roles in creating the customer's service experience, influencing both rational and emotional perceptions of service quality. Clearly and consistently designing and orchestrating clues is a critical management responsibility; businesses need to be "clue conscious" and add "clue management" to their job descriptions. [ABSTRACT FROM AUTHOR]}, author = {Berry, Leonard L. and Wall, Eileen A. and Carbone, Lewis P.}, citeulike-article-id = {748524}, citeulike-linkout-0 = {http://0-search.epnet.com.library.simmons.edu:80/login.aspx?direct=true&db=buh&an=20591004}, comment = {Retrieved July 9, 2006 from the Business Source Premier database.}, journal = {Academy of Management Perspectives}, keywords = {customer\_service, lis404}, number = {2}, pages = {43--57}, posted-at = {2006-07-09 19:12:06}, priority = {2}, title = {Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing.}, url = {http://0-search.epnet.com.library.simmons.edu:80/login.aspx?direct=true&db=buh&an=20591004}, volume = {20}, year = {2006} }

TY - JOUR ID - citeulike:748524 L3 - citeulike-article-id:748524 N2 - Because customers' assessment of services is based on performances rather than objects, they rely on the numerous clues that are embedded in performance when choosing services and evaluating service experiences. Indeed, it is often small clues that influence a customer's overall perception of an experience. Customers form perceptions based on the technical performance of the service (functional clues), the tangibles associated with the service (mechanic clues), and the behavior and appearance of service providers (humanic clues). Functional, mechanic, and humanic clues play specific roles in creating the customer's service experience, influencing both rational and emotional perceptions of service quality. Clearly and consistently designing and orchestrating clues is a critical management responsibility; businesses need to be "clue conscious" and add "clue management" to their job descriptions. [ABSTRACT FROM AUTHOR] IS - 2 JF - Academy of Management Perspectives EP - 57 TI - Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing. VL - 20 SP - 43 KW - customer_service KW - lis404 N1 - Retrieved July 9, 2006 from the Business Source Premier database. AU - Berry, Leonard AU - Wall, Eileen AU - Carbone, Lewis PY - 2006/// UR - http://0-search.epnet.com.library.simmons.edu:80/login.aspx?direct=true&db=buh&an=20591004 ER -