Abstract

There are many definitions of service in the literature, all of which are more or less based on the same fundamental concept: service is an application of relevant knowledge, skills, and experiences that benefits both service providers and customers. From the customer’s perspective, the encounter of a service or “moment of truth” is often the service itself (Bitner et al. 1990). However, from the perspective of a system, service is a process of transformation of the customer’s needs utilizing the operations’ resources, in which dimensions of customer experience manifest themselves in the themes of a service encounter or service encounter chain (Qiu 2013).

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