Satisfaction Work in an Emergency Situation: The Case of the Philadelphia 911 Calls

Authors

  • Richard Parker Rowan College of New Jersey
  • Anita Pomerantz Temple University
  • B. J. Fehr Temple University

Abstract

Examination of a series of telephone calls made to 911 operators during a neighborhood disturbance allows a naturalistic view of some aspects of what Swan ( 1992) has called "satisfaction work. " It also yields some insights that may be applicable to discussions about consumer satisfaction in service encounters generally.

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Published

2022-03-18

Issue

Vol. 8 (1995): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

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