Process and Outcome Interdependency in Frontline Service Encounters

By Zhenfeng Ma, Laurette Dube. 2011

90 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/93d33287514512847d55600de0c6b7c6d44af02c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Ming-Hui Huang
2. Roland T. Rust
3. Marcel J. H. van Birgelen
4. Josée Bloemer
5. Marjolein C. J. Caniëls
6. Xueming Luo
7. Christian Homburg
8. Peter C. Verhoef

In Social Psychology

1. Marcel J. H. van Birgelen
2. Roland T. Rust
3. Ming-Hui Huang
4. Josée Bloemer
5. Marjolein C. J. Caniëls
6. Soo Jeoung Han
7. Vicki Stieha

In Sociology and Political Science

1. Roland T. Rust
2. Ming-Hui Huang
3. Marcel J. H. van Birgelen
4. Josée Bloemer
5. Marjolein C. J. Caniëls
6. Anil Bilgihan

Citations in the corpus

• Value cocreation in service interactions (2015, background): “…cocreation by observing cocreating interactions; in-depth interviews can highlight potential problems between the process and the outcome of value cocreation (Ma and Dubé, 2011) by analyzing the process in light of the participants’ individual goals, resources, networks, and personal history.”
• Engaged to a Robot? The Role of AI in Service (2020, background): “The service process view recognizes that the service outcome depends on the dyadic interaction process between customers and service providers (Ma and Dube 2011).”
• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Static CE Dynamic CE Development of CE construct Holbrook and Hirschman (1982), Bitner (1990), Hui and Bateson (1991), Bitner (1992), Arnould and Price (1993), Pine and Gilmore (1998), Carù and Cova (2003), Vargo and Lusch (2004), Verhoef et al. (2009), Patrı́cio et al. (2011), Achrol and Kotler (2”