Tag «Service encounter»

Using Tierney Model to improve customer service functions

Using Tierney Model to improve customer service functions

Use of three dimensions of Tierney Model The Price, Arnould and Tierney model for classifying and managing service encounters is a useful example. It uses three dimensions to describe the encounter: Encounter duration Affective content Spatial proximity For an organization that is considering how to improve its customer service function, whether to go ‘hi-tech’ or …

Explain Service Encounter and Flowcharting – Examples

Explain Service Encounter and Flowcharting – Examples

Service encounter Managing the service encounter has implications for the place of service provision – i.e. where the encounter will take place, and how the service is to be provided. The nature of contact between a customer and service organization can vary greatly.  It can be characterized as one involving a high degree of involvement …