The Service Encounter

The modern economy is shifting from the industrial base to the economic base. This change makes consumers the core of every commercial transaction. As the importance of the service industry continues to grow, customer satisfaction is a major goal for all industry participants. Consumption of services usually requires personal dialogue between customers and service representatives (Lovelock, Wirtz, and Patterson, 2010). This interaction is called a service encounter. Customer experience in the service process is an important determinant of his or her satisfaction with the service (Bitner, Booms & Tetreault, 1990b).

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.

Meeting of Services and Customer Relationship Defining Management Service The encounter of a service is an exchange of transactions that a person provides services or products to others (Solon, 2013). It refers to an interaction or a series of interactions between a customer and a person providing the service (Ford, 2012). In-house, service encounters are usually concentrated in five areas. Real-time, tolerance, intercultural service encounters, self-service technologies, and social interaction

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).