ppt课件-theserviceencounter-rutgersuniversity.pptVIP

Chapter 08The Service Encounter Learning Objectives Use the service encounter triad to describe a service firm’s delivery process. Explain how the culture and level of employee empowerment in an organization affect the service encounter. Differentiate four organizational control systems for employee empowerment. Describe the classification of customers into four groups based on their attitudes and expectations. Prepare abstract questions and write situational vignettes to screen recruits. Describe how the creation of an ethical climate leads to job satisfaction and service quality. Discuss th