| nforuapris | Дата: Четверг, 13.02.2014, 01:01 | Сообщение # 1 |
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| п»їService Encounter
Service Encounter is a term that refers to the point of time when a customer or individual comes in contact with the service from the service provider. This is the time when the whole вЂexperience' factor comes into being. Be it in services or products, the shopping вЂexperience' is of utmost importance and has gained relevance in these modern times. The success of any service depends entirely upon the experience that a customer derives from the service. Experience should be measured in terms of a complete wholesome package.
A lot of factors go into consideration as the possible ingredients of a pleasant experience for the customer. There are a lot of parameters that define the quality of the experience: quality of product or service, speed of delivery, ambience or physical evidence and responsiveness of the employees.
These variables are nothing but the extended form of marketing mix: physical evidence and people. They play a vital role in creating an experience which meets the required perception and expectation of the customer. This perception has to be met with our level of service or they might create gaps in the expectation grid which might lead to dissatisfaction among them.
One interesting aspect of services is that it is highly dependent upon the human element as the experience factor is highly complex and difficult to manage. Although it is difficult, one has to meet this in-order to be successful.
For discussion on this topic you can visit our Assignment Help Blog or our Marketing Assignment help page.
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