Five Dimensions Of Service Encounter

A service encounter pertains to the one-on-one interaction between the customer and the service provider. According to Andrew M. Farell (2001), the customer evaluates what have happened during the encounter and the service quality of the business is defined. The behavior of the employees is evaluated by the customers. Rather than on employee’s belief, thinking and his personal behavior as an individual, a customer assesses on how the employee follows the behavioral implementation that an organization provides. If the employee is agree on the set of behavior an organization ask them to do then the former would perform well the assigned task.

Moreover, in the literate of Richard B. Chase (2013) service encounter is the interaction of a customer

Service quality, product quality, promotion and price influence customer satisfaction.

Related to customer satisfaction Berry Parasuraman and Zeithamal (1988) stated that service quality is the right strategy tool in competition. Five dimension of service quality that links specific characteristics to customer expectation are reliability, responsiveness, assurance empathy and tangibles. These dimensions are what a service provider should have especially if they engaged in tourism and hospitality businesses.

Initially, in-flight crews and flight attendants provide the services to a passenger that would be the basis whether customers are satisfied or not in the services encountered. According to Arkhana (2012), a passenger satisfaction is met if the service exceeds what they have expected. If the passenger is satisfied it may result to repeat purchase and re-patronization. Passenger gratification is a goal by any airline providing passenger

Customer loyalty is the output of its satisfaction and largely influenced by the value of service provided to customers. The price of the merchandise/service purchased is psychologically lessened when the value of the product is greater than the price based on customer’s perception. Value is created by satisfied loyal and productive employee that is why the success of attracting customers depends on what the organization do (Dase and Chase, 2013).

Also, David Weaver (2010) revealed that lack of trust can increase a customer’s anxiety and renders the experience unpleasant for the provider and the customer. Many have tried and develop strategies in developing a customer trust and some principles which a firm could do to enhance the trust. First is to lessen to the customers. Inform a customer about the risk and problems that they may encounter, don 't exploits vulnerability that would make a customer uncomfortable. Lastly is to demonstration effort. By applying this principle, there is a greater chance to get the trust of the customer next time of