publication . Article . 2013

The Customer Interaction Process: Managing Customer, the Service Encounter and Service Recovery

TANASE, George Cosmin;
Open Access
  • Published: 01 Jan 2013 Journal: Romanian Distribution Committee Magazine Volume 4 Issue 4, volume 4, issue 4 12, pages 12-17
Service interactions are next to customer relationships one of the primary value processes of a service provider. Due to the fact that in service situations value is created via the throughput of the customer through the service production process, and this throughput is realized in service interactions, these interactions are one of the major value drivers of a service firms value. As one of a service providers primary value processes, the interaction process aims at managing the service interactions by integrating the customer, providing the service in the service encounter and a recovery service in case of service failures. These three main value-enhancing su...
free text keywords: Service Value, Customer Behaviour, External Factors, Relationships, Cost Effects, jel:L21, jel:L22, jel:L80, jel:M21, jel:M31

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