EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Question
Chapter 5, Problem 13PA
Summary Introduction
Interpretation:The means by which, the four elements of the service-encounter design is being designed and managed in relation to the service provided by an airline flight attendant.
Concept Introduction:
An organization or professional that offers a service must ensure that it is being provided to the client with high quality and maximum satisfaction. In doing so, the elements of the service-encounter design could be taken into consideration. The elements include the service culture, service quality, employee engagement and customer experience.
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