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| Topic: |
Miscellaneous
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| Number of pages / Number of words: |
16 / 4401 |
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The definition of "service encounter" can be defined in different ways. One of it that has been defined by Den Harring and Mattson(1999, p28), "as the time frame during which a customer directly interacts with service providers". In another word, service encounter occurs when a stranger had one-time communication with no expectation of interacting in the future (Gutek, et al, 2000)...
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In another word, service encounter occurs when a stranger had one-time communication with no expectation of interacting in the future (Gutek, et al, 2000). Due to the service encounter, a service relationship could be gained through the encounter. Customer that engages in repeat contact will achieve a permanent acceptance of relationship...
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