 Idiosyncratic service experiences: When customers desire the extraordinary in a service encounterJoel E. Collier, Donald C. Barnes, Alexandra K. Abney and Mark J. Pelletier Journal of Business Research, 2018, vol. 84, issue C, 150-161 Abstract: For many customers “good” service is not enough to create an experience that warrants telling others. Customers want an extraordinary service experience, but what does that really mean? Through an initial qualitative study, the authors tackle this question and conceptualize a term called Idiosyncratic Service Experience (ISE) to represent the interpersonal aspects that create these unique or special service experiences. ISE is a higher order construct made up of a) perceived employee effort, b) surprise, and c) perceived employee empathy. Further, the authors examine the antecedents and consequences of ISEs in a structural model. The results of our study found that ISEs promoted feelings of delight which lead to a higher tolerance to future failures, decreased price consciousness, and stimulated self-enhancing word-of-mouth. We also explore how exception making or the willingness of an employee to break a service norm influences ISEs and evaluations of delight. Keywords: Idiosyncratic service experience; Adaptability; Effort; Surprise; Empathy; Customer delight (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:84:y:2018:i:c:p:150-161 DOI: 10.1016/j.jbusres.2017.11.016 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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