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The Role of rites of integration in service delivery

Author: Siehl, Caren ; Bowen, David ; Pearson, ChristineINSEAD Area: Organisational Behaviour Series: Working Paper ; 90/33/OB Publisher: Fontainebleau : INSEAD, 1990.Language: EnglishDescription: 38 p.Type of document: INSEAD Working Paper Online Access: Click here Abstract: Rites of integration can establish the appropriate level of psychological involvement between service providers and customers during the service encounter. This facilitates customers sharing information necessary for service production and the favorable evaluation by customers of the cues they perceive during the service delivery process. The design of alternatives rites that result in varying levels of involvement are described, as are the consequences asociated with customers having their expectations of involvement confirmed or disconfirmed
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Rites of integration can establish the appropriate level of psychological involvement between service providers and customers during the service encounter. This facilitates customers sharing information necessary for service production and the favorable evaluation by customers of the cues they perceive during the service delivery process. The design of alternatives rites that result in varying levels of involvement are described, as are the consequences asociated with customers having their expectations of involvement confirmed or disconfirmed

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