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What is Service Encounter Evaluation Model about?

This document discusses a model for evaluating customer satisfaction with service encounters. The model synthesizes theories of consumer satisfaction, services marketing, and attributions. It focuses on how the physical surroundings ("atmospherics") and employee responses can influence customer attributions and satisfaction, especially in situations where a service failure has occurred. The author presents the model and tests parts of it experimentally to provide insights into how marketers can positively i

Author

Hafsa Shakil

Language

EN