The total number of interactions between the service provider and the customer is known as the service encounter. These interactions are called as the moments of truth.
Construction is a secondary service sector unit but is gaining much importance now. In this way, people (customer) coming directly in contact with service provider are very low.
The moments of truth here are during:
- When the estate agent, who acts as a middleman, fixes a meeting between the service provider (builder) and the customer (buyer). This is the first meeting/ interaction where negotiation takes place.
- The final meeting when the deal is finalized between the builder and the buyer to fulfill all the formalities.
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