Authors: Catherine Sutton-Brady; JudyM Zolkiewski; Xia Zhu
This paper provides a research agenda which explicitly addresses the role of service encounters in business-to-business relationships. We contend that discussion of service in business-to-business interaction has tended to be implicit rather than explicit. There are notable exceptions, e.g. Yorke, 1990, Halinen, 1994 and Cater, 2007, but these are really the exception rather than the rule. We outline our understanding of how the service encounter relates to interaction and interacting and then list a number of areas in which research needs to be undertaken in order to develop our understanding of business-to-business service encounters.
Journal: n.a. (n.a. – n.a.)
Web Address: n.a.
Publish Year: 2008
Conference: Uppsala, Sweden (2008)