The Service Encounter: Mobility and Relation

The service encounter refers to the interaction between a customer and a service provider, which happens in a specific moment. "Mobility" highlights how this interaction can occur in various settings—like in person, online, or over the phone—while "relation" emphasizes the importance of building trust, understanding, and a positive connection between both parties. Together, these concepts show that service quality depends not only on the actual service but also on how and where the interaction takes place, influencing customer satisfaction and loyalty.