Features of service relationships and encounters

B. A. Gutek, B. Cherry, A. D. Bhappu, S. Schneider, L. Woolf

Research output: Contribution to journalArticlepeer-review

90 Scopus citations


This article explores the experiences of customers who receive service in relationships (customers who return to the same provider for service), pseudorelationships (the same organization but a different provider), and encounters (neither a regular provider nor a regular firm). We examined interactions with hairstylists, auto mechanics, and physicians to test hypotheses about customers' reactions to service delivery. Although customers respond particularly well to service relationships, based on our results for auto mechanics, it appears possible for firms to design pseudorelationships that also are relatively high in trust.

Original languageEnglish (US)
Pages (from-to)319-352
Number of pages34
JournalWork and Occupations
Issue number3
StatePublished - Aug 2000
Externally publishedYes

ASJC Scopus subject areas

  • Sociology and Political Science
  • Organizational Behavior and Human Resource Management


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