Describe the different types of service encounters. Explain how airline travel services could use technology-based encounters...

Describe the different types of service encounters.

Explain how airline travel services could use technology-based encounters to increase the value of services offered.

Expert Solution

The service encounters take place between the customers and the service providing organization. Thre are three types of service encounters:

Remote Encounters: When interaction between the customer and organization takes place without any human intervention from the organizzation side. The airline travel services could increase the value of remote encounters by using the mobile apps and website through which the customer can directly consume the company's services
Phone Encounters: The encounter between the customer and company takes over the phone, generally through customer service. The airlines industry can have customer service departments to resolve customer ueries and offr them their services through phone. This can be enhanced by using the automatic calling scripts to guide the customers which will help to reduce the HR cost of the airlines
Face-toFace Encounters: This is a direct contact between the customer and the organization. The verbal and nonverbal behaviors are very important in this kind of encounter.

keosha answered 6 months ago

Describe the kinds of services and applications you use that are advertised as cloud-based services. How...

Describe the kinds of services and applications you use that are advertised as cloud-based services. How do you feel the service(s) benefited from being in the cloud? What cloud services would you like to create at the competition of this course?

In service organisations different costing systems may be appropriate for different types of services. Provide an...

In service organisations different costing systems may be appropriate for different types of services. Provide an example of a service organisation that may be suited to each of the following costing systems, and in each case, explain your choice: i) job costing ii) process costing iii) some form of hybrid costing

Explain how business can improve service with the use of technology as it relates to i. ...

Explain how business can improve service with the use of technology as it relates to i. Efficiency ii. Speed iii. Convenience iv. Diversification of service Cite 3 advantages and 2 disadvantages of the use of the above in customer service delivery

describe two different types of analytics and evaluate how each could be used as a part...

describe two different types of analytics and evaluate how each could be used as a part of solution to business problem with reference to one real world case study

Describe at least two types of standard costs a technology company might use. Additionally, explain the...

Describe at least two types of standard costs a technology company might use. Additionally, explain the types of direct and overhead variances a technology organization might encounter. Provide an example.

A .Describe a detailed example of how a us financial services company could use export credit...

A .Describe a detailed example of how a us financial services company could use export credit insurance to minimize risk when providing financial services to institutions in China B.List and describe 4 different documents that would be used in an import/export transaction involving the sales of paint by a us distributor to a buyer in Mexico

How could you explore the origin of the different types of blindness?

Explain how the use of an activity-based costing system could change the results of the budget,...

Explain how the use of an activity-based costing system could change the results of the budget, if utilized.

Evaluate how leaders could effectively use technology in an emergency response

a) Describe and discuss the different types and classifications of companies based on their liability. What...

a) Describe and discuss the different types and classifications of companies based on their liability. What type of company structure would you adopt in the following situations:  Having successfully run a local coffee shop for years, you now wish to expand your business and have two additional coffee shops in two new locations;  You are a sugar farmer and wish to form an entity to advance the position of all sugar farmers;  You are a mining magnate...

Question