SERVICE ENCOUNTER

Service Encounter

Service Encounter

Gap Four: External Communications to Customers

There is a gap in external communications to its customers, individual customers and their needs. The video clearly shows that there are varieties of culture organisation which focuses on customer needs and wants. Bob and Mary were disappointed with the service they received as they were expecting a quality service. Cynthia did not work as customers expected her to.

Communication has a pervasive influence on how Bob and Mary and organizations think and act in different contexts, whereas our multicultural society requires knowledge and appreciation of diverse communication styles. Understanding organizational ...