Three Elements (The Service Organization, the Contact Personnel and the Customer)

question 42

Essay

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?

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Definitions:

Local Situation

The specific conditions, attributes, and set of circumstances that prevail in a particular area or environment at a given time.

Organizational Culture

The collective principles, convictions, and standards that affect how workers within a company perceive, experience, and act.

Shared Beliefs

Common values or convictions held by a group of people or within an organization.

Behaviour Guide

A set of recommendations or rules designed to influence or direct how individuals act in specific situations.