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Methods of Investigating Critical Incidents: A Comparative Review
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
2002 (English)In: Journal of Service Research, Vol. 4, No. 3, February, pp. 193-204Article in journal (Refereed)
Abstract [en]

ABSTRACT

The methods used for analysing customer relationships have traditionally focused exclusively on service encounters. Recently, researchers have presented these service encounters as a flow or process, although without taking time into account. Both of these perspectives on customer relationships have provided the means for developing a process-based method that does take time into account. This makes it possible to analyze and describe a customer relationship in which effects and consequences can be represented, and the influenced and influencing factors prioritized. Given that the domain for analyzing the customer relationship is a switch from one service provider to another, the consequence is clear. The switch is identical to the consequence. The consequence, again, defines the criticality. Criticality and context are key concepts in the search for a deeper understanding of customer relationships, and efforts are made to include them in the development of the methods put forward in this article.

Keywords: SPAT, method development, critical incidents, customer relationships, switching behavior

Place, publisher, year, edition, pages
2002.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-21442OAI: oai:DiVA.org:kau-21442DiVA: diva2:595116
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2013-01-21

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