MGT 306 Lecture Notes - Lecture 5: Interaction Point
8 Jul 2018
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Service experience: encounter, the period of time during which organization & guest interact, the length of a typical service encounter will vary from one service provider/organizational type to another. Ex: purchase of a ticket = brief service encounter. Ex: interaction between guest & agent at a hotel front desk = somewhat longer. Ex: series of interactions between guest & server comprising a restaurant meal = even longer. Ex: a day in a theme park may involve 50-100 service encounters: service encounter, refer to person-to-person interaction/series of interactions between customer & person delivering the service, the heart of service: Most customers judge quality of service: the hardest service is the face-to-face service, moment of truth, a server/organizational representative is typically present & attempting to provide service. Interactions w/ inanimate objects can be potential moments of truth. Ex: if the guest"s first impression of a room"s appearance is negative. Ex: if organization has forgotten to clean the room.
