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Criticality of Critical Incidents in Customer Relationships

  • Bo Edvardsson
  • Tore Strandvik
Part of the Focus Dienstleistungsmarketing book series (FDM)

Abstract

In this article we challenge the traditional service encounter oriented view on critical incidents. Instead we propose an approach based on a customer relationship view. The main research questions are: “In what way do critical incidents affect the customer relationship? How critical are critical incidents? When and why are critical incidents critical?”. We develop and present a tentative framework for analyzing critical incidents in customer relationships. Our framework is built on two main contextual dimensions; (1) the situational context which can be divided into an internal, actorbased and an external, environmental context and (2) the time dimension which captures the history, the present state and the future of the relationship.

Keywords

Service Provider Service Quality Critical Incident Customer Relationship Service Encounter 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Fachmedien Wiesbaden 1999

Authors and Affiliations

  • Bo Edvardsson
  • Tore Strandvik

There are no affiliations available

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