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From third party to significant other for service encounters: a systematic review on third-party roles and their implications

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Abboud, Liliane ; As'ad, Nabila ; Bilstein, Nicola ; Costers, Annelies ; Henkens, Bieke ; Verleye, Katrien:
From third party to significant other for service encounters: a systematic review on third-party roles and their implications.
In: Journal of service management. 32 (2021) 4. - S. 533-559.
ISSN 1757-5818 ; 1757-5826 ; 1758-6704

Volltext

Volltext Link zum Volltext (externe URL):
https://doi.org/10.1108/JOSM-04-2020-0099

Kurzfassung/Abstract

Purpose
Dyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, other employees and other firms – can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and/or third parties.
Design/methodology/approach
This research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study’s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis.
Findings
The analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive.
Originality/value
This research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others” in service encounters and identifies avenues for future research.

Weitere Angaben

Publikationsform:Artikel
Schlagwörter:Third party, Service dyads, Service triads, Service encounters, Systematic literature review
Sprache des Eintrags:Deutsch
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
DOI / URN / ID:10.1108/JOSM-04-2020-0099
Open Access: Freie Zugänglichkeit des Volltexts?:Nein
Peer-Review-Journal:Ja
Verlag:Emerald
Die Zeitschrift ist nachgewiesen in:
Titel an der KU entstanden:Nein
KU.edoc-ID:29336
Eingestellt am: 31. Dez 2021 18:43
Letzte Änderung: 31. Dez 2021 18:43
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/29336/
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