Service Encounters
Bibliographic Data
| ID | 23608671 |
|---|---|
| Authors | Barbara R Lewis (University of Manchester, corresponding author) |
| Year | 2015 |
| Pages | 1-1 |
| Publication date | 2015-01-21 |
| Open Access | Yes |
| Type | CHAPTER |
| Venue | Wiley Encyclopedia of Management (SOURCE_BOOK) |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1002/9781118785317.weom090639 |
| OpenAlex | W4239564301 |
| ISBN | 9781118785317 |
| Language | EN |
| References cited | 5 |
The extent of direct interaction between a service provider and its customers in the Service Delivery process is referred to as service encounters or “moments of truth” or “critical incidents” (Carlzon, 1987; Czepiel, Solomon, and Surprenant, 1985).
Business · Process (computing) · Service (business) · Service delivery framework · Service provider · Computer Science · Corporate Governance and Management · Customer Service Quality and Loyalty · Marketing · Service and Product Innovation
| Highly cited | No |
|---|