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Understanding Customer Service Expectations by Pallav Mowke is a document available to read on EtoBox.
What is Understanding Customer Service Expectations about?
The document discusses customer expectations for service performance and the service encounter. It notes that customers hold different types of expectations that can be controllable or uncontrollable by marketers. The service encounter, which occurs any time a customer interacts with a firm, represents a critical moment that can impact customer satisfaction and loyalty. During the service encounter, employees have opportunities to build trust, reinforce quality, build the brand identity, and increase custom
- Author
- Pallav Mowke
- Language
- EN