Service Encounter and Service Quality——From Physical Service to Electronic Service
Le Li · Ruan kexue · 2013
This paper selects technology infusion in service as a cue,service encounter,service quality and the relationship between them are analyzed under physical service and electronic service in turn. The result shows that technology infusion in service results in the transition from physical service to electronic service,in which technology becomes the core factor of service encounter instead of employee; the formation mechanism of service quality is not substantially changing,but the dimensions of service quality embodies technical characteristics. the relationship of service encounter and service quality are changing,too.