Question

What is ‘Service Encounter’? Explain the types of service encounter.

Answer 1

hey!

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In the context of electronic commerce B2C, two different service encounters can take place:

1)service encounters without incidents during which customers get the service for themselves and without the presence of employees.

2) service encounters with incidents with interpersonal and non-interpersonal interactions. The model proposed is based on the service quality-satisfaction-loyalty intention chain and it is evaluated through a sample of 718 online shoppers.

The results obtained reflect that :-

• 1) the type of the service encounter has a moderating effect in these relationships. In this sense, the effects are stronger when incidents take place and are satisfactorily resolved.

• 2) regardless of the type of service encounter, reliability is the most important dimension in the assessing of a Website’s service quality, followed by the recovery of the electronic service when the service encounter takes place with incidents.

• 3) furthermore, consumers who have had no incident during the service encounter perceive a greater service quality, show higher levels of satisfaction and loyalty intentions toward the Website than those who have had a problem during the service provision.

• hope.help u

Answer 2

Explanation:

There are three general types of service encounters – remoteencounters, phone encounters, and face-to-face encounters. A customer may experience any of these types of service encounters, or a combination of all three in his/her relations with aservice firm