The Model for Evaluation of Service Encounter - 2411 Words

Abstract Many papers have focused on service operation management (SOM), particularly in the field of a ‘service encounter’. This study considers its meaning and analyses the model for the evaluation of service encounter. The methodology is launched by reviewing literature on SOM. With regard to the meaning of a service encounter, it is concluded that the best approach to denote its definitions is to balance client, staff, and technology aspects. Also, the components of service encounter are needed to progress together harmonically in order to meet customer satisfaction. In addition, this study suggests that SWOT analysis could be an appropriate technique for analysing the service encounter. This study would be of particular interest to†¦show more content†¦However, some service encounters have no information technology such as mini-shop, small clinic, or private tutor, which can be called a technology-free service encounter. In conclusion, it is likely that a service encounter could be occurred at any place and any time when the interaction between consumer and services provider is established (Haksever et al., 2000). It could be summarised that the definitions of a service encounter are probably has three different points of view. The customer and service provider aspects are generally known by researchers, while the perspective of technology is unlikely that in some service encounters there may be no information system. 1.2 Elements of a service encounter It may be suggested that the service encounter can be divided into four categories: customer, service provider, delivery system, and physical evidence (Haksever et al., 2000). Certainly, the consumer is one of the most significant components of the service encounter. It may be anticipated that the study of service encounters has mainly focused on the client sector (Jayawardhena et al., 2007). Haksever et al. (2000) also suggest that the ultimate goal of a service encounter is to satisfy customers. Not only is the participant one of the most important elements, but the service provider is also one of them. It could be either human or machine (Fitzsimmons and Fitzsimmons, 2008). Haksever et al. (2000) also point out that the most importantShow MoreRelatedEssay on Hsm/270 Week 6 Checkpoint1205 Words   |  5 Pagesproduces outcomes that help support that same mission. Process and outcome evaluations in a human service setting help the organization to better understand the outcomes of their programs and the processes in which the outcomes came. (Yuen, Terao, 2003) This paper will walk you through an explanation and outline of a process and outcome evaluation plan for the PEACE Domestic Violence Agency. 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