In practice, the large majority of service encounters are routine, involving a high level cognitive processing and little affect.

Question

Quizplus · Accepted Answer

Most service encounters are routine and involve low levels of cognitive processing, focusing more on habitual behavior and less on deep, thoughtful decision-making. They often involve more affect (emotions) than high cognitive processing, especially in services with a strong interpersonal element.

In Practice, the Large Majority of Service Encounters Are Routine