engleski

Service Encounters in Providing of Tourist Service

Through a successfully performed service encounter quality service and high value are delivered to the tourist. The paper researches the dimensions of a service encounter. It is concluded that, owing to the substantial influence on the final satisfaction or dissatisfaction of the customer, it is important to pay appropite attention to all aspects and phases of a service encounter's performance.

service encounter; tourist service; role theory; quality; satisfaction; service relationship

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