The relatively recent emergence of services marketing means that a greater focus needs to be paid to the quality of the interpersonal interaction, between consumers and contact personnel, in identifying the determinants of service satisfaction. This research report critically analyses the behavioural framework of the service encounter from the point of view of contact personnel in the service setting. Attention is given to the marketing implications of the roles consumers and contact personnel assume in determining the quality of service outcomes. The literature review analyses this position. Further, the research investigates 87 service incidents recorded by front-line contact personnel and guests in the 5-star hotel industry. Results are compared with previous research. Research implications are discussed. That contact personnel have a major impact upon the behavioural outcomes determining service satisfaction for hotel guests, and not service dissatisfaction, is the key finding of this report. Some hotel guests are identified as being the source of their own service dissatisfaction.