Service Encounters Essay Example | Topics and Well Written Essays - 2000 words - 1

Service Encounters - Essay Exampleement of an organization is therefore charged with a responsibility of ensuring that they take up and sustain a competitive advantage over the other competing organizations that provide similar attends. To be adequate to achieve this, the management relies on their employees to provide the customers with the level of satisfaction that can make the customers develop well-behaved reputations for the organization (Connoley, n.d, p.5). In this regard, it will be the major role of the front-line officers in a service industriousness to ensure that there is a kind of rapport created between them and the customers at the first instant in order to retain the customers for a long time.One of the key issues to be addressed in the service industry is how the customers perceive the kind of service that they are given by the particular industry. This is primarily decided by the kind of dyadic interaction that occurs between the customers and the service prov iders (Bitner et al, 1990, p2). The service encounter and subsequent consanguinity developed between the customers and the front office service providers make the management of the organizations value the employees as one of the most valuable assets in the organization.The diverse expectations of the participants in a service industry makes social encounters compound in a number of ways. Firstly, the employees that are delivering the service need to derive some level of line of credit satisfaction in the way they perform their duties. There is also a need to satisfy the inescapably of the customers in the industry. This makes these two actors become important participants in the service industry (Solomon et al, 1985, p).The quality of services provided by a given organization may be pointed out by the customers. The complaints that are given by the customers concerning the quality of the services offered by an organization can help the management of the organization establish t he puzzle of a given problem in the delivery process (Tax & Brown,