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SERVICE DESIGN AND PROCESS PLANNING, SERVICE ENCOUNTER, Chapter 3, 3, 4, 5…
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SERVICE ENCOUNTER
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Definition
Defined as any episodes in which the customer comes into contact with any aspect of the organization and gets an impression of the quality of its service. Also known as a moment of truth.
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The Service Organization
Empowerment
- Invest in people
- Use IT to enable personnel
- Recruitment and training critical
- Pay for performance
Culture
- ServiceMaster (Service to the Master)
- Disney (Choice of language)
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Servicescapes
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- Spatial Layout and Functionality
- Signs, Symbols, and Artifacts
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