Service Encounter Communication



Service Encounter Communication

Authors

ECHEVERRI P, Karlstad University, Sweden

Description

This paper present an intensive study of service encounters, using video technology in a stepwise research design. The overall research objective was to investigate what produce quality in a service setting, with reference to communication. The empirical

Abstract

This paper present an intensive study of service encounters, using video technology in a stepwise research design. The overall research objective was to investigate what produce quality in a service setting, with reference to communication. The empirical setting was public transport sector, focusing the interaction between bus driver and passenger. The study search the link between quality production and quality perception. Empirical findings concerning non-verbal communication is presented and insights in what create good conduct towards customers.

Publisher

Association for European Transport