Furthermore, social care promises to be much more efficient than previous bilateral customer service encounters.
By continuously improving information sharing, service encounters are expected to enhance customer satisfaction.
The wider symbolic use of language is key in determining the success of service encounters.
These findings provide service industries with a reference for the design of service encounters.
The study results provide insights for hospitality practitioners in managing service encounters in today's highly global world.
Drawing on the distinction between inscription and incorporation, this paper contributes to extant research by explaining why face-to-face service encounters are superior to technology-mediated service encounters with regard to cross-selling.
This factor is important, because in many service encounters the relationship with individual employee may be as significant as the relationship with the organization as a whole [43].
Service encounters can be designed to enhance the customer's experience during the process and their recollection of the process after it is completed.
This is illustrated in an innovation field experiment in a retro design boutique hotel in which service encounters were developed into experience encounters.
It has been argued that service encounters between front-line employees and users support the development of knowledge about users' needs.
Based on our study, we draw inferences that can help service experience managers in a variety of settings create more memorable face-to-face service encounters.
