Service encounter is the moment of truth. Occurs any time the customer interacts with the firm.

1. SERVICE DIAGRAM
AND DIMENSION
PRESENTED BY:
ANGELICA S.A REYES
MSHRM

2. OBJECTIVES
SERVICE ENCOUNTER
DIAGRAM
FIVE SERVICE
QUALITY DIMENSION

10.  -Hospitality Marketing Management,
Robert D. Reid and David C. Bojanic,-
5th ed.
 -Quality in Hospitality Services,
Sandeep Sharma- First Edition, 2014
 https://www.academia.utp.ac.pa/site
s/default/files/docente/51/customer-
2.-service-encounter.pdf
 http://www.serviceperformance.com/
the-5-service-dimensions-all-
customers-care-about/

11. THANK
YOU!!!