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Determinants of Successful Service Encounters

Determinants of Successful Service Encounters

Copyright: © 2019 |Pages: 27
ISBN13: 9781522578918|ISBN10: 1522578919|ISBN13 Softcover: 9781522586883|EISBN13: 9781522578925
DOI: 10.4018/978-1-5225-7891-8.ch005
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MLA

Muhammad Sabbir Rahman, et al. "Determinants of Successful Service Encounters." Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities, IGI Global, 2019, pp.99-125. https://doi.org/10.4018/978-1-5225-7891-8.ch005

APA

M. Rahman, M. Zaman, & M. Hossain (2019). Determinants of Successful Service Encounters. IGI Global. https://doi.org/10.4018/978-1-5225-7891-8.ch005

Chicago

Muhammad Sabbir Rahman, Mahmud Habib Zaman, and Md Afnan Hossain. "Determinants of Successful Service Encounters." In Service Marketing Strategies for Small and Medium Enterprises: Emerging Research and Opportunities. Hershey, PA: IGI Global, 2019. https://doi.org/10.4018/978-1-5225-7891-8.ch005

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Abstract

Interactions between customers and service providers are apparent phenomena. For service enterprise in context of SME, the front-line employee role is an important source of differentiation between the service and achieved competitive advantage. The process of employee behavior towards customers significantly influences the firm's profitability. Some of these encounters are routine, but many have not been explored previously, particularly those in service settings. This chapter introduces various theories and propositions of successful service encounters that aim to interpret the process through which service encounters may seem most appropriate and affect customers and employees.

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