servculture Flashcards
(4 cards)
1
Q
Two basic forms
A
encounters
relationship
2
Q
encounter
A
short term and based on minimal contact, customers are treated the same.
3
Q
relationship
A
customer bring in repeat service, relationship evolves over time, there is personal element of trust between two parties.
4
Q
contacts established via
A
phone email chat/web fax/mail face to face
