Determinants of customer satisfaction with service encounter
Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction th...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations)
2008-12-01
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| Series: | Tržište |
| Subjects: | |
| Online Access: | http://hrcak.srce.hr/file/80973 |
| _version_ | 1818017477272010752 |
|---|---|
| author | Ariana Nefat Nika Paus |
| author_facet | Ariana Nefat Nika Paus |
| author_sort | Ariana Nefat |
| collection | DOAJ |
| description | Service encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfactory is provided by the critical incident technique, where causes of dis/satisfaction differ primarily depending on whether they derive from interpersonal contact or from contact with technology. The evidence of service, which includes people, process and the physical evidence, plays a critical role in a customer’s dis/satisfaction. The influence of these elements cannot be observed separately; it must be observed in their interaction during the delivery of service and their strongest effect is achieved during face-to-face service encounters that have the characteristics of a theatre metaphor. Even though a high level of satisfaction may be achieved after the recovery of a service, enterprises should aim to conduct excellent service encounters right from the start. |
| first_indexed | 2024-04-14T07:26:38Z |
| format | Article |
| id | doaj.art-99c84eafa99b42c4937d4dd9b11eed20 |
| institution | Directory Open Access Journal |
| issn | 0353-4790 |
| language | English |
| last_indexed | 2024-04-14T07:26:38Z |
| publishDate | 2008-12-01 |
| publisher | Faculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations) |
| record_format | Article |
| series | Tržište |
| spelling | doaj.art-99c84eafa99b42c4937d4dd9b11eed202022-12-22T02:05:59ZengFaculty of Economics & Business, Zagreb, CROMAR (Croatian Union of Marketing Associations)Tržište0353-47902008-12-01202195210Determinants of customer satisfaction with service encounterAriana NefatNika PausService encounters are the focal point of a customer’s perception of a service in terms of its quality, value and customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics of service, plays an important role. However, a direct insight into the reasons that make a service encounter satisfactory or unsatisfactory is provided by the critical incident technique, where causes of dis/satisfaction differ primarily depending on whether they derive from interpersonal contact or from contact with technology. The evidence of service, which includes people, process and the physical evidence, plays a critical role in a customer’s dis/satisfaction. The influence of these elements cannot be observed separately; it must be observed in their interaction during the delivery of service and their strongest effect is achieved during face-to-face service encounters that have the characteristics of a theatre metaphor. Even though a high level of satisfaction may be achieved after the recovery of a service, enterprises should aim to conduct excellent service encounters right from the start.http://hrcak.srce.hr/file/80973service encountercustomer satisfactionservice qualityevidence of serviceservice recovery |
| spellingShingle | Ariana Nefat Nika Paus Determinants of customer satisfaction with service encounter Tržište service encounter customer satisfaction service quality evidence of service service recovery |
| title | Determinants of customer satisfaction with service encounter |
| title_full | Determinants of customer satisfaction with service encounter |
| title_fullStr | Determinants of customer satisfaction with service encounter |
| title_full_unstemmed | Determinants of customer satisfaction with service encounter |
| title_short | Determinants of customer satisfaction with service encounter |
| title_sort | determinants of customer satisfaction with service encounter |
| topic | service encounter customer satisfaction service quality evidence of service service recovery |
| url | http://hrcak.srce.hr/file/80973 |
| work_keys_str_mv | AT ariananefat determinantsofcustomersatisfactionwithserviceencounter AT nikapaus determinantsofcustomersatisfactionwithserviceencounter |