Question

Describe the different types of service encounters.

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

Answer 1

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

1. 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
2. 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
3. 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.