How do Service Encounters Impact on Relationship Benefits

@inproceedings{Wang2011HowDS,
  title={How do Service Encounters Impact on Relationship Benefits},
  author={C Wang},
  year={2011}
}
The literature has generally held that interpersonal-based service encounters strongly affect the relationship benefits, though technology-based service encounters are increasing importance. However, there has been no systematic comparison of the impact of two service encounters on relationship benefits. We test hypotheses about the respective effects of… CONTINUE READING