In a service encounter, customers as well as employees have a role to play and the satisfaction of both parties depends on:
A)role ambiguity
B)role conflict
C)cognitive effort
D)role congruence
E)scripts

Question

Quizplus · Accepted Answer

Role congruence, which refers to the degree of alignment between the roles played by customers and employees in a service encounter, is crucial for customer and employee satisfaction. When customers and employees have a clear understanding of their respective roles and act in a mutually supportive manner, service quality and customer satisfaction are likely to be high. This can lead to positive outcomes such as increased repeat business, positive word-of-mouth, and higher employee job satisfaction.

In a Service Encounter, Customers as Well as Employees Have