A useful metaphor for the service encounter is that of a(n):

Name: A useful metaphor for the service encounter is that of a(n):
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The service encounter is like a theatrical drama because both involve a scripted performance in which the actors (service providers) must interact with the audience (customers) to create a positive experience. Both also emphasize the importance of stage setting, costumes (uniforms), and cues (service standards) to convey a message and elicit a response from the audience.

A Useful Metaphor for the Service Encounter Is That of A(n)