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Purchase + Consumption =

S E RV I C E E N C O U N T E R
Class 9 M S Balaji

Purchase process for services


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Pre-purchase Phase
Evaluation

Post-purchase Phase

Service Encounter (purchase and consumption)

Service Encounter
Quiet IMPORTANT stage ACTUAL interaction
between the SERVICE PROVIDER and CUSTOMER. The service design, the service delivery process, the service scripts, the role of employees, support service and the servicescape all play an important role in

perception of quality services being delivered to the


customer.

Service Encounter by Ron Kaufman

Customer service encounter of third kind

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