Service Encounters as Rites of Integration: An Information Processing Model

@inproceedings{Siehl1992ServiceEA,
  title={Service Encounters as Rites of Integration: An Information Processing Model},
  author={Caren Siehl and David E. Bowen and Christine M. Pearson},
  year={1992}
}
We propose that service encounters the interaction between customers and employees can be conceptualized, and managed, as rites of integration. Rites of integration are defined as planned social interactions that have the objective of achieving "a temporary sense of closeness" between customers and service providers. We argue that such rites help to establish the appropriate level of psychological involvement or the appropriate degree of psychological closeness between the service provider and… CONTINUE READING

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