Applying Behavioral Science to Service Encounters

Applying Behavioral Science to Service Encounters

Dr. W. Cannon-Brown

Enclosed are the findings of the research you asked for on 3 June 2013 on Behavioral Science for Service Encounters. The main findings of the research are:
• How employees delivery of service is important when communicating with customers
• The timing of delivery is important
• Time is a factor during service encounters
• Management plays a huge role in communicating with employees
• Customer’s mood affects their behavior during encounters
• The end of the encounter is the most important
• Managers should empower front-line employees
I would like to thank you for allowing me to research this project which gave me an insight on how behavior affects service encounters and it also helped me develop my skills for future endeavors.
Sincerely,
Kim Buchanan
Kim Buchanan

Table of Contents Page
1. Introduction 3
2. An overview of the project 3
2.1 Main features 3
3. Managers looking at time 4
4. Personal

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