Service Encounter Design

Service Encounter Design - Service Encounter Design...

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Service Encounter Design Customer contact -refers to the physical or virtual presence of the customer in the service delivery system during a service experience. Due to the amount of interaction that takes place between employees at the smoothie bar and customers, a high-contact service delivery system will be used. In addition to a high percentage of customer interaction, the amount of variation that it takes to make each smoothie is a factor in determining which particular service delivery system will be used. Customer contact requirements -measureable performance levels or expectations that define the quality of customer contact with representatives of an organization. Patrons of Cardinal Fitness will always be greeted with a smile and shown respect. A customer should never wait more than 5 minutes at any given time to receive their smoothie Cross-Selling techniques by employees will be encouraged and adequate training on how to do so will be provided. Our employees can pair any smoothie with an
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This note was uploaded on 02/06/2011 for the course BUS M301 taught by Professor Donahue during the Spring '11 term at IUPUI.

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Service Encounter Design - Service Encounter Design...

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