Applying Behavioral Science to Service Encounters

Topics: Customer service, Customer, Service Pages: 11 (3218 words) Published: June 23, 2013
Applying Behavioral Science to Service Encounters

Dr. W. Cannon-Brown

Enclosed are the findings of the research you asked for on 3 June 2013 on Behavioral Science for Service Encounters. The main findings of the research are: •How employees delivery of service is important when communicating with customers •The timing of delivery is important

Time is a factor during service encounters
Management plays a huge role in communicating with employees •Customer’s mood affects their behavior during encounters •The end of the encounter is the most important
Managers should empower front-line employees
I would like to thank you for allowing me to research this project which gave me an insight on how behavior affects service encounters and it also helped me develop my skills for future endeavors. Sincerely,

Kim Buchanan
Kim Buchanan

Table of Contents
Page 1.Introduction 3 2.An overview of the project 3 2.1Main features 3 3.Managers looking at time 4 4.Personal moderators 5 4.1 Personality 5 4.2 Environment 5 4.3 Attribution 5 4.4 Customer experience 6 5. Chase and Dasu’s five principles 6 5.1 Principle 1 6 5.2 Principle 2, 3, 4 7 5.3 Principles 5 8 6. Dyadic behavior 8 6.1 Process interdependency 8, 9 6.2 Outcome interdependency 8, 9 7. Managers ability to recognize interdependencies 9 8. Hartline and Ferrell’s 5 attitudinal/behavioral responses 10 8.1 Self-efficacy 10 8.2 Job satisfaction...

Cited: Complete (2008): 61-83. Web. 18 May 2013.
Chase, Richard B., and Sriram Dasu
Behavioral Science. Business Source Complete. (2001): 78-84. Web. 19 May 2013.
Employees: An Empirical Investigation." Journal of Marketing. (1996): 52-70. Web. 19 May
2013
of Service Research. (1999): 187. Web. 17 May 2013.
Ma
Encounters.” Journal of Marketing. (2011): 83-98. Web. 20 May 2013.
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