Technology-mediated or totally self-service technology

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Service Management:

Those "moments of truth" whether they are face-to-face, technology-mediated or totally self-service technology (remote like ATMs) create pleasure or displeasure. They confirm our expectations or change are perceptions. Four sources of pleasure and displeasure have been identified as most critical to those service encounters that are memorable.

List all four sources and then for each source(4), share a situation within a memorable encounter that resulted in either a positive or negative encounter.

Reference no: EM132282812

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