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Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination

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  • Stephen J Grove
  • RAYMOND P FISK
  • MICHAEL J DORSCH

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Suggested Citation

  • Stephen J Grove & RAYMOND P FISK & MICHAEL J DORSCH, 1998. "Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 116-134, July.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:3:p:116-134
    DOI: 10.1080/02642069800000035
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    Cited by:

    1. Hung-Tai Tsou & Ja-Shen Chen & Cindy Yunhsin Chou & Tzu-Wen Chen, 2019. "Sharing Economy Service Experience and Its Effects on Behavioral Intention," Sustainability, MDPI, vol. 11(18), pages 1-25, September.
    2. Yibei Pu & Norzaidahwati Zaidin & Yaodong Zhu, 2023. "How Do E-Brand Experience and In-Store Experience Influence the Brand Loyalty of Novel Coffee Brands in China? Exploring the Roles of Customer Satisfaction and Self–Brand Congruity," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    3. Leonardus W.W. Mihardjo & Sasmoko Sasmoko & Firdaus Alamsjah & Elidjen Elidjen, 2019. "Impact of Green IS, Service Innovation and Customer Experience in influencing Customer Satisfaction and Environmental Performance," International Journal of Energy Economics and Policy, Econjournals, vol. 9(6), pages 379-385.
    4. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    5. Emilie Hoëllard, 2018. "Lights… Camera… Action! Staging of actors in store," Post-Print hal-01710887, HAL.
    6. Mahapatra, Krushna & Nair, Gireesh & Gustavsson, Leif, 2011. "Swedish energy advisers' perceptions regarding and suggestions for fulfilling homeowner expectations," Energy Policy, Elsevier, vol. 39(7), pages 4264-4273, July.
    7. Gottschalk, Sabrina A. & Mafael, Alexander, 2017. "Cutting Through the Online Review Jungle — Investigating Selective eWOM Processing," Journal of Interactive Marketing, Elsevier, vol. 37(C), pages 89-104.
    8. Abhinav Gupta, 2016. "Service quality and delivery in banking services—An Indian perspective," Cogent Business & Management, Taylor & Francis Journals, vol. 3(1), pages 1243504-124, December.
    9. Huang, Yu-Ying, 2012. "Service backstage visibility and the corresponding perceived values in the process of service delivery," Australasian marketing journal, Elsevier, vol. 20(4), pages 275-281.
    10. Furnham, Adrian & Milner, Rebecca, 2013. "The impact of mood on customer behavior: Staff mood and environmental factors," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 634-641.
    11. Nadia Rashid & Fayaz A. Nika & George Thomas, 2021. "Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context," SAGE Open, , vol. 11(4), pages 21582440211, November.
    12. Vilnai-Yavetz, Iris & Tifferet, Sigal, 2015. "A Picture Is Worth a Thousand Words: Segmenting Consumers by Facebook Profile Images," Journal of Interactive Marketing, Elsevier, vol. 32(C), pages 53-69.
    13. Goulding, Christina & Saren, Michael, 2016. "Transformation, transcendence, and temporality in theatrical consumption," Journal of Business Research, Elsevier, vol. 69(1), pages 216-223.

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