Face-to –Face Encounters:-
A third type of encounter is the one that occurs between an employee and a customer in direct contact is called as Face-to-Face Encounter.
In a hotel, face – to – face encounters occurs between customers and maintenance personnel, receptionist, bellboy, food and beverage servers and others. Determining and understanding service equality issues in face – to –face context is the most complex of all. Both verbal and non-verbal behaviours are important determinants of quality, as are tangible cues such as employee dress and other symbols of service (equipments, informational brochures, physical settings). In face – to – face encounters the customer also play an important role in creating quality service for herself through her own behaviour during the interaction.
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