Applying Behavioral Science to Service Encounters
Applying Behavioral Science to Service Encounters
Dr. W. Cannon-Brown
Enclosed are the findings of the research you asked for on 3 June 2013 on Behavioral Science for Service Encounters. The main findings of the research are:
• How employees delivery of service is important when communicating with customers
• The timing of delivery is important
• Time is a factor during service encounters
• Management plays a huge role in communicating with employees
• Customer’s mood affects their behavior during encounters
• The end of the encounter is the most important
• Managers should empower front-line employees
I would like to thank you for allowing me to research this project which gave me an insight on how behavior affects service encounters and it also helped me develop my skills for future endeavors.
Sincerely,
Kim Buchanan
Kim Buchanan
Table of Contents Page
1. Introduction 3
2. An overview of the project 3
2.1 Main features 3
3. Managers looking at time 4
4. Personal
Dr. W. Cannon-Brown
Enclosed are the findings of the research you asked for on 3 June 2013 on Behavioral Science for Service Encounters. The main findings of the research are:
• How employees delivery of service is important when communicating with customers
• The timing of delivery is important
• Time is a factor during service encounters
• Management plays a huge role in communicating with employees
• Customer’s mood affects their behavior during encounters
• The end of the encounter is the most important
• Managers should empower front-line employees
I would like to thank you for allowing me to research this project which gave me an insight on how behavior affects service encounters and it also helped me develop my skills for future endeavors.
Sincerely,
Kim Buchanan
Kim Buchanan
Table of Contents Page
1. Introduction 3
2. An overview of the project 3
2.1 Main features 3
3. Managers looking at time 4
4. Personal
Cited: Complete (2008): 61-83. Web. 18 May 2013. Chase, Richard B., and Sriram Dasu Behavioral Science. Business Source Complete. (2001): 78-84. Web. 19 May 2013. Employees: An Empirical Investigation." Journal of Marketing. (1996): 52-70. Web. 19 May 2013 of Service Research. (1999): 187. Web. 17 May 2013. Ma Encounters.” Journal of Marketing. (2011): 83-98. Web. 20 May 2013.