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Achieving service success through Relationships and Enhanced encounters

Story Ms. Moreau . FlyUS Airlines: personalized letterMorePerks Platinum ClubFlight from Chicago to HoustonReceiving the special treatmentThe bags never arrivedCall the national baggage officeWaited 25 minutesHuman's voice asking her usual questions (flight number, size of bag. color, etc)Sp

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Achieving service success through Relationships and Enhanced encounters

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    1. Achieving service success through Relationships and Enhanced encounters Mihael Hlastec Madalina Cretu Cynthia Rayas Anton Chaika

    2. Story Ms. Moreau FlyUS Airlines: personalized letter MorePerks Platinum Club Flight from Chicago to Houston Receiving the special treatment The bags never arrived Call the national baggage office Waited 25 minutes Human's voice asking her usual questions (flight number, size of bag. color, etc) Special platinum tag to identify her Baggage arrived two days later

    3. Two Ways of Doing Business SERVICE RELATIONSHIP Dealing with someone you know personally and expect to see again in the future The two individuals — provider and customer – become friends Provider and customer develop a commitment to each other - barber The provider thinks of the customer as "my" customer, and the customer thinks of the provider as "my" provider

    4. Two Ways of Doing Business SERVICE ENCOUNTER Dealing with someone you do not know and do not expect to see again in the future Single interaction The person who provides service is a stranger, and customer and provider know virtually nothing about each other “Self-service technologies" (SST)

    5. The C-O-P Model customers (C), service organizations (O), and individual providers (P) The three are frequently referred to as the "service triangle.“ Service encounters are always characterized by a loose link between customer and provider Service relationships are always characterized by a tight link between customer and provider

    6. The C-O-P Model

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