Service encounter conceptualisation: employees' service behaviours and customers' service quality perceptions

Andrew M. Farrell, Anne L. Souchon, Geoffrey R. Durden

Research output: Contribution to journalArticlepeer-review


The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provision. However, much of the literature looking at service quality enhancement lacks detail when examining the impact of employee service-related behaviours on customers' service quality perceptions. As a result, this paper comprehensively conceptualises those front-line employee behaviours which are the most likely to enhance customers' service quality perceptions. This conceptualisation is grounded in an extensive review of the services marketing literature, pooling together previously disparate research strands. Formal hypotheses are presented. Implications and future research directions are also discussed.
Original languageEnglish
Pages (from-to)577-593
Number of pages17
JournalJournal of Marketing Management
Issue number5-6
Publication statusPublished - 2001

Bibliographical note

Academy of Marketing Conference (AM), July 2001, Cardiff (UK). Author Posting © Westburn Publishers Ltd, 2001. This is a post-peer-review, pre-copy-edit version of an article which has been published in its definitive form in the Journal of Marketing Management, and has been posted by permission of Westburn Publishers Ltd for personal use, not for redistribution. The article was published in Journal of Marketing Management, Vol.15, 2001, No.5/6, pp.577-593, doi: 10.1362/026725701323366944


  • service quality
  • optimal managerial relevance
  • frontline employees


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