Dawn was pleasantly surprised when the FedEx driver knocked at her door early one morning to deliver a dress she had ordered from Talbot's retail catalogue. The interaction between Dawn and the FedEx driver when she signed for the package is an example of a:

Question

Quizplus · Accepted Answer

The interaction between Dawn and the FedEx driver is an example of a service encounter, which refers to the direct interaction between a customer and a service provider during the delivery of a service, in this case, the delivery of a package.

Dawn Was Pleasantly Surprised When the FedEx Driver Knocked at Her