What is the definition of a service encounter

Reference no: EM133287901

Assignment:

Reading:

Sam Sarpong, (2016). The service industry and the "moment of truth": The quest for the holy grail. Athens Journal of Tourism, 3(1), 25-40.

INSTRUCTIONS:

1. Read the PDF File: "The Service Industry and the "Moment Of Truth": The quest for the Holy Grail."

2. Then answer these questions them USING YOUR OWN WORDS.

QUESTIONS:

A. What is the definition of a service encounter? Then give one example of your service encounter with any tourism or hospitality establishment, e.g. coffee shop, restaurant, hotel, travel agency, etc.

B. What is the definition of a "moment of truth?" Then give one example of an example of your own "moment of truth" with any tourism or hospitality establishment, e.g. coffee shop, restaurant, hotel, travel agency, etc.

C. Explain the following diagram by giving an example from your experience.

Reference no: EM133287901

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