Chapter
The Role of Digital Service Encounters on Customers' Perceptions of Companies
Kristina Heinonen.
© 2010.
10 pages.
The service encounter occurs whenever a customer interacts with a company personally or through technology through, for example, the Internet, e-mail, or telephone. Nowadays, customers frequently initiate the encounter as, for example, inquiries, information searches, and complaints are conveniently...
Relevancy
Lower Relevancy