Role and script theory are relied on to suggest hypotheses for when these conditions leading to mutual understanding are most likely to occur. In service encounters, where interactions between employees and the customer often become part of the service itself in the customer's mind, not only the service outcome but also the manner in which the service is delivered is important to the customer Parasuraman, Zeithaml, and Berry This paper looks at the results of two studies of memorable service encounters in three service industries Bitner, Booms, and Mohr in progress; Bitner, Booms, and Tetreault to gain an understanding of the interactions between contact employees and customers that lead customers to distinguish very satisfactory services from very dissatisfactory ones. Based on these studies, it is proposed that mutual understanding between the customer and employee is a major factor influencing customer satisfaction in service encounters. The construct mutual understanding is defined; then role and script theory are used to generate hypotheses about when mutual understanding is more or less likely to occur.
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