The Service encounter
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The Service encounter managing employee/customer interaction in service businesses by

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Published by Lexington Books in Lexington, Mass .
Written in English


  • Service industries.,
  • Retail trade.,
  • Customer relations.

Book details:

Edition Notes

Includes bibliographies and index.

Statementedited by John A. Czepiel, Michael R. Solomon, Carol F. Surprenant.
SeriesThe Advances in retailing series
ContributionsCzepiel, John A., Solomon, Michael R., Surprenant, Carol F.
LC ClassificationsHD9980.5 .S425 1985
The Physical Object
Paginationx, 338 p. :
Number of Pages338
ID Numbers
Open LibraryOL3188173M
ISBN 100669082732
LC Control Number83049532

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Broadly, they define (1) pre-core service encounter, (2) core service encounter, and (3) post-core service encounter as distinct periods within a service experience.   Service Encounter: A service encounter is defined as the period of time that a customer interacts with a service (Shostack, ). The definition of a service encounter is broad and includes a customer’s interaction with customer-contact employees, machines, automated systems, physical facilities, and any other service provider visible elements. Preface and Acknowledgments ix PART I: ESTABLISHING THE FRAMEWORK 1 1. Service Encounters: An Overview 3 - John A. Czepiel, Michael R. Solomon, Carol F. Surprenant, and Evelyn G. Gutman y Epiphenomenon: The Conceptual Understanding of Quality in Face-to-Face Service Encounters 17 - Peter G. Klaus 3. service encounter concept, to review literature relevant to internal service encounters, and to present the results of an initial study of internal service encounter satisfaction in a financial services setting. A discussion of these results, implications for managers, and .

When giving examples of my service encounter I will, each time try to explain the reasons for my service encounter, a brief description of what the firm did and provided for myself, my level of satisfaction through a rating system between one to seven, from lowest to highest possible satisfaction, and lastly my reasons for this satisfaction rating. Encounter by Jane Yolen is told from the fictionalized perspective of a boy who was part of the Taino, the first tribe to have interacted with Columbus. Encounter is one of the only childrens books to provide a narrative that gives voice to the Taino peoples. Perhaps this is, in part, because it is a hard narrative to share with young readers/5. Full Service: My Adventures in Hollywood and the Secret Sex Lives of the Stars is a "tell-all" book about the sex lives of Hollywood stars from the late s to the early s by Scotty Bowers, with Lionel Friedberg as a contributing makes many claims about the sex lives of many people, most of whom were associated with the Hollywood movie industry during that : Scotty Bowers. Learn more in: Critical Reflections on the Decline of the UK High Street: Exploratory Conceptual Research into the Role of the Service Encounter 2. The meeting between the business and the customer which could be physical, virtual or a combination of the two.