Remote Encounter:-
Encounter can occur without any direct human contact is called as Remote Encounters. Such as, when a customer interacts with a bank through the ATM system, or with Ticketron through an automated ticketing machine, or with a mail-order service through automated dial-in ordering. Remote encounters also occur when the firm sends its billing statements or communicates others types of information to customers by mail. Although there is no direct human contact in these remote encounters, each represents an opportunity for a firm to reinforce or establish perceptions in the customer.
In remote encounter the tangible evidence of the service and the quality of the technical process and system become the primary bases for judging quality.
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