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Oct 1, 2017 · In this section, we define pre-core service encounter, core service encounter and post-core service encounter as the three distinct periods that make up a service experience. Second, we present a literature review and a research agenda for each type of service encounter.
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Study 1 established that inference of firm motives is a key...
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Every business enterprise touches and is touched by...
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Although many of these behaviors could occur following any...
- Managing Service Processes Efficiently
The second stage of the service production activities...
- An Empirical Study
Bettencourt and Brown (1997) argued that contact employees...
- Key Issues in Multichannel Customer Management
Key issues: what we know and need to know. We identify 13...
- Interfaces in Service Modularity
The suitability of the chosen research context follows from...
- Assessing The Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments
For the paths leading to service value, we suggested that...
- When Do Customers Offer Firms a “Second Chance” Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation
A service encounter occurs every time a customer interacts with the service organization. There are three general types of service encounters – remote encounters, phone encounters, and face-to-face encounters .
Apr 1, 2017 · 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.
Jun 25, 2020 · Emotions, or intense short-lived feelings associated with an object or target (Ekman, 1994), emerge in service encounters as a main facet that offers valuable insights into the interaction between employees and customers. Due to its complexity, the investigation of emotions in service encounters is carried out from different perspectives.
Nov 29, 2021 · Service encounter is defined as “the dyadic interaction between a customer and a service provider” (Surprenant & Solomon, 1987, p. 87). In other words, the service encounter was essentially viewed as a “game of people” driven by explicit learned practices suitable for the circumstance (i.e., jobs) (Surprenant & Solomon, 1987). In any ...
May 25, 2022 · Service encounters were traditionally categorized in three types (Shostack, 1985): the direct personal encounter referred to direct human interaction, the indirect personal encounter verbal but no face-to-face interaction, and the remote encounter occurring without human interaction with the service provider, such as through mail or machine.
Service encounters occur where it is necessary for consumer and producer to meet in order for the former to receive the benefits which the latter has the resources to pro-vide. The concept has been defined broadly by Shostack (1985) as ‘a period of time during which a consumer directly interacts with a service’.
