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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
21
2
Service and Moments of Truth
Service and the Moment of Truth
Service as a social and psychological phenomenon between two or more peo-
ple is related to the concept of the moment of truth, which Richard Normann
suggests is critical for the successful provision of service.
1
A metaphor of
bullghting is often used to illustrate the meeting between the provider
of a service and the customer. While hopefully service encounters are less
confrontational than a bullght, the sense of engagement (particularly in a
symbiotic relationship of mutual dependency) is aptly conveyed. Perceived
service quality is realized at this moment of truth. The outco ...
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Publisher Resources

ISBN: 9781439840467