Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors

Bradley, Graham L., Sparks, Beverley A., Zapf, Dieter, McColl-Kennedy, Janet R. and Jimmieson, Nerina L. (2013) Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors. Psychology and Marketing, 30 6: 512-528. doi:10.1002/mar.20624

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Author Bradley, Graham L.
Sparks, Beverley A.
Zapf, Dieter
McColl-Kennedy, Janet R.
Jimmieson, Nerina L.
Title Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors
Journal name Psychology and Marketing   Check publisher's open access policy
ISSN 0742-6046
Publication date 2013-06
Year available 2013
Sub-type Article (original research)
DOI 10.1002/mar.20624
Open Access Status
Volume 30
Issue 6
Start page 512
End page 528
Total pages 17
Place of publication Hoboken, NJ United States
Publisher John Wiley and Sons
Collection year 2014
Language eng
Formatted abstract
Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study. The paper includes comparisons between the framework and those previously proposed, propositions regarding service encounter processes and outcomes, and implications for future research and practice.
Keyword Emotion Regulation
Customer Satisfaction
Consumer Responses
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2014 Collection
UQ Business School Publications
School of Psychology Publications
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Citation counts: TR Web of Science Citation Count  Cited 1 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 1 times in Scopus Article | Citations
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Created: Sun, 09 Jun 2013, 00:18:11 EST by System User on behalf of UQ Business School