THE ROLE OF METHODS OF SERVICE ENCOUNTER AND SURPRISE ON CUSTOMER DELIGHT AND CUSTOMER LOYALTY IN INDONESIAN SUPERMARKETS
Traditionally, service encounters in firms have been conducted through interactions between customers and employees. In this digital age, however, different industries have begun to adopt “self-service technologies” (SSTs) in which customers are serviced by a machine rather than a human employee....
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/46302 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |