For economies like Greece, where the major part of GDP is produced through the
service sector (76%), it is understood how crucial service quality is for the long run
viability of the companies. Contact employees play an important role in the creation of
successful service encounters as from the customer's point of view, they are the most
immediate evidence of service quality in the service encounter. This study examines the
service encounter in Greek restaurants with the critical incident method by collecting
161 responses from restaurants’ customers and distinguishes the satisfactory from the
dissatisfactory service encounters. The results indicate that the application of proper
response to customer needs and requests can lead to customer satisfaction even in cases
where a dissatisfactory service encounters have initially emerged. Moreover, the
implications for managers and policy makers are further discussed
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