TOUR3008 Lecture Notes - Lecture 7: Role Conflict, Impression Management, Management System
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 7 (topic 5): the service encounter- lecture notes. 2 way dyadic interaction between customer and service provider moment when firm & customer interact. The interface - any place at which a company seeks to manage a relationship with a (cid:272)usto(cid:373)er, (cid:449)hether through people, te(cid:272)h(cid:374)olog(cid:455) or a (cid:272)o(cid:373)(cid:271)i(cid:374)atio(cid:374) . Service employees = front-liners, part time marketers, internal customers. Majority of measures of service quality & satisfaction give significant consideration to these encounters and moments of truth. Moments of truth = critical service points satisfaction (high points) and critical service point dissatisfaction (low pount) Customers play crucial part in the service firms that view customers as partial employees without good employee behaviour, service can be negatively impacted. Low participation (employees do nearly all of the work: dry cleaner) Moderate participation (providing information: hair cut, doctor) High participation (critical to service: yoga class, university study)
