A Service Encounter

Introduction Encounter of a service is defined as the moment the customer interacts with the service or product for the first time. This is the actual exchange between the customer and the service company. It is recognized as an important element of the service agenda's current agenda. As more than half of the world's multinational companies provide services, review of service encounters is becoming increasingly important. According to the survey results, customers usually compare their expectations with the performance of the service industry and are affected by the quality of service.

The service encounters many servers that are experienced performers of the service. The core of the service is the encounter between the server and the customer. Here, emotions encounter economics in real time, most people judge the quality of service Three dinner rooms, especially the lounge is the stage. Two meals a day - lunch and dinner - each shows the same excellent performance. The server and guest are actors of the play. Both of them were deliberately working on dramas. The return of guests is warmth, friendship, and a sense of self improvement. Remuneration for the server is an important reminder and excitement of the drama. Things that constitute service problems and good service are subjective. In the end, customer recognition is important. Depending on the server, the game is most important. They like playing it and they like it. They may also "love" their customers. Guest feedbacks similar emotions and build a gradual relationship.

Service Account In service management literature, the term "service encounter" is widely established to show the relationship between service customers and service providers (Stauss and Mang 1999). Zeithaml (1981) uses the term "the moment of truth" to explain the encounter of the service. This term comes from the nature of the service, such as intangibility and customer involvement in the service production process. With these unique features, customers can assess the quality of service based on their perceptions of service situations. In the literature, encounters of services are narrow or widely defined (Stauss and Mang 1999). A narrow understanding limits the personal interaction of service encounters between customers and employees (Surprenant and Solomon 1987). On the other hand, in a broader definition, Shostack (1985, p. 243) defines the encounter of a service as "the period during which the consumer interacts directly with the service."

Service encounters are a starting point for understanding how consumers respond to service obstacles and recovery. Whenever a customer interacts with the company by telephone, e-mail, etc, a service encounter occurs and each of these encounters constitutes a service and establishes a relationship. Monitoring (Bitner, 1990). For each of these encounters, customers have expectations for service, and the satisfaction of these expectations will determine their satisfaction. These expectations may be affected by factors such as customer's previous service experience, advertisements, reviews, and personal needs (Michel, 2001).