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April 1, 1987Journal of Marketing

Predictability and Personalization in the Service Encounter

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Authors

CSCarol SurprenantUniversity of Rhode IslandMSMichael R. SolomónSaint Joseph's University

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Surprenant et al. (1987) studied this question.

synapsesocial.com/papers/6a105aa9d478ddac0ffcc284https://doi.org/10.2307/1251131
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Also Consider

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  1. 1Expectancy Theory Predictions of Salesmen's Performance1974 · 241 citations
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