Post Encounter

• Post encounter stage involves consumers attitudinal and behavioral responses to the service experience
• Customer satisfaction customers evaluate the service performance they have experience in comparative with their prior expectations
• The expectancy - disconfirmation model of satisfaction

  
• Dimensions of service quality: tangibles, reliability, responsiveness, assurance, empathy
• Tangibles - appearance of physical elements
• Reliability - dependable and accurate performance
• Responsiveness - promptness and helpfulness
• Assurance - credibility, security, competence, and courtesy
• Empathy - easy access, good communications, and customer understanding
• Service quality is a high standard of performance that consistently meets or exceeds customer expectations
• Satisfaction is an evaluation of a single consumption experience, a direct and immediate response to that experience and may be seen as a judgment
• Service quality refers to relatively stable attitudes and beliefs about a firm
• Loyalty is a customer's willingness to continue patronizing a firm over a long-term and recommend the firm's products to others
• Loyalty is an important outcome of customer satisfaction
• Post encounter stage: customer satisfaction, service quality and customer loyalty