Understanding how employees understand customers: A commentary essay

Young, Meterko, Mohr, Schwartz, and Lin empirically examine how service employees interpret behavioral cues and assess customersʹ satisfaction in the context of a large healthcare system. This commentary explores the authorsʹ contribution to the multidisciplinary service quality literature. The commentary also considers how Young et al.ʹs findings align with important, emerging work in the healthcare domain.