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January 1, 1990Journal of Marketing

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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Authors

MBMary Jo BitnerEmerald Coast Science Center BBBernard H. BoomsPennsylvania State University MTMary Stanfield TetreaultGeorge Mason University

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Cite This Study

Bitner et al. (1990) studied this question.

synapsesocial.com/papers/69ca7dc0eca20dee90f8b98c https://doi.org/10.1177/002224299005400105

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