
6 Designing Service Excellence
not shy to report, within all types of organizations, including multinational
corporations (MNCs), enterprises that style themselves as world class.
Conventionally, at the point of delivery to the customer, a service delivery
system is face-to-face. Even with the phenomenal growth in service provided
electronically, an overwhelming majority of service transactions continue to
be up close and personal. In this type of service encounter each participant
can respond to the verbal and bodily cues of the other participant. For a
number of reasons this renders the encounter more overt and less prone
to misunderstandi ...