A Study of Service Encounter, Personal Experience, and Customer''s Relationship Perceptions

• Main Authors: Yi-Ching Lin, 林怡菁
• Other Authors: Shyh-Rong Fang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/20410013365203296784

碩士 === 逢甲大學 === 企業管理所 === 94 === Due to the rapid growth of information technologies . In the present , the services are not only delivered by person , but also Automatic Teller Machine(ATMs) , Internet and wireless communication . However, service encounter is a critical moment for customers to evaluate the service providers. Service encounter is a critical moment for customers to evaluate the service providers. In addition , service providers can provide the suitable type of service interface for customers, the relationship of service providers and customers will be improved. During recent years, competition becomes more and more stronger , therefore has changed the traditional economy status had changed , and the orientation satisfies the type that consumers experience the status is developed. This research will be service encounter dividing into personal-based service encounter and technology-based service encounter two classes, probe into customer from the different kind of service encounters , produce different personal experience. Experience is the popular marketing noun at present. It is a kind of face-to-face communication, aim at attracting the feeling on consumer material and emotion. In this study, we use banking industry as the samples to examine the influences of service encounters on personal experience (sense, feel and think). Furthermore, we examine the moderator effect of customer relationship proneness.