Chapter – 7 The Service Encounter 7 Service Management (5e) Operations, Strategy, Information Technology By Fitzsimmons and Fitzsimmons.
The Service Encounter Time McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
Chapter 7 The Service Encounter. 2 1. Use the service encounter triad to describe a service firm’s delivery process. 2. Discuss the role of organizational.
