Discuss the social and physical dimensions of the service encounter, explaining how marketers can use these dimensions to improve the quality of the service encounter
What will be an ideal response?
The social dimension of the service encounter is the interaction between the employee and customer. The quality of a company's service depends on the quality of the employee, as the employee's appearance, courtesy, professionalism, and actions all represent the company. Companies should invest in continuous training to ensure that their employees are prepared and empowered to satisfy the customer in each encounter. The physical element of the service encounter is the servicescape, which includes the exterior, interior, signage, colors, sounds, and even smells of the establishment. A carefully designed servicescape can have a positive, welcoming effect on the customer.
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a. Moral transparency and ethical responsibility of action b. Ethical transparency and moral determinacy of action c. Utter transparency and moral indeterminacy of action d. None of the above