{"id":4052,"date":"2021-12-20T00:55:43","date_gmt":"2021-12-19T17:55:43","guid":{"rendered":"http:\/\/bbs.binus.ac.id\/management\/?p=4052"},"modified":"2021-12-20T00:55:43","modified_gmt":"2021-12-19T17:55:43","slug":"3-dimensions-in-service-exchange-model","status":"publish","type":"post","link":"https:\/\/bbs.binus.ac.id\/management\/2021\/12\/3-dimensions-in-service-exchange-model\/","title":{"rendered":"3 dimensions \u00a0in service exchange model"},"content":{"rendered":"<p>Vannesco Christolim, \u00a02301900536<\/p>\n<p>3 dimensions \u00a0in service exchange model<\/p>\n<p><em>Service experience<\/em> is the \u00a0\u00a0main \u00a0of \u00a0the\u00a0 3 \u00a0dimensions \u00a0contained\u00a0 in the service exchange model where a customer&#8217;s service <em>experience<\/em> \u00a0\u00a0\u00a0\u00a0\u00a0is determined by three service promises \u00a0both implicitly and explicitly. \u00a0These promises \u00a0will \u00a0make \u00a0a \u00a0customer \u00a0have an expectation that \u00a0must be \u00a0\u00a0\u00a0\u00a0fulfilled \u00a0\u00a0\u00a0and if not \u00a0fulfilled the experience \u00a0of \u00a0a \u00a0customer will disappoint.\u00a0 His promises \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0are:<\/p>\n<ul>\n<li><em>The service deliverable (or delivery promise)<\/em> is the main reason why customers approach private sector businesses i.e. to buy certain products such as buying a car, or government departments to obtain services. According to Gronroos (1984; 1988) \u00a0this can be seen as part of the technical quality and functional quality that describes \u00a0a quality of service that will be \u00a0received \u00a0by customers when visiting a service provider and how they perceive the results of the service.<\/li>\n<li><em>The service organisation (or)<\/em> is a type of \u00a0promise \u00a0in which \u00a0a reputable organization where customers can have trust. <em>Brand promise<\/em> \u00a0will \u00a0see the image of an \u00a0organization of service providers directly affected by technical and functional quality \u00a0(Gronroos, \u00a01984; 1988).<\/li>\n<li><em>The service engagement (or engagement promise)<\/em> is the process that the customer experiences when he interacts with the business, where the promise \u00a0\u00a0of employees of a \u00a0company is a competent \u00a0\u00a0employee, polite, and willing to provide the delivery needed by the customer. According to \u00a0Durvasula, Lysonski and Mehta (2005), and Mattila and Enz (2002) say \u00a0that these attributes \u00a0can affect customer perception and satisfaction<\/li>\n<\/ul>\n<p>Reference:<\/p>\n<p>Carlson, J. and O&#8217;Cass, A., 2018. The Service Exchange Model: a framework for understanding Service Quality in Africa.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <em>Namibia Business School, University of Namibia,<\/em>[online] pp.5-8.<\/p>\n<p>Rezabakhsh, B., Bornemann, D., Hansen, U., &amp; Schrader, U. (2006). Consumer Power: A Comparison of the Old Economy and the Internet Economy. Journal of Consumer Policy, 29(1), 3\u201336. doi:10.1007\/s10603-005-3307-7.<\/p>\n<p>Sukhodolov, A. P., Popkova, E. G., &amp; Kuzlaeva, I.M. (2017).\u00a0<em>Perspectives of Internet Economy Creation. Studies in Computational Intelligence, 23\u201341.<\/em> doi:10.1007\/978-3-319-60273-8_3.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vannesco Christolim, \u00a02301900536 3 dimensions \u00a0in service exchange model Service experience is the \u00a0\u00a0main \u00a0of \u00a0the\u00a0 3 \u00a0dimensions \u00a0contained\u00a0 in the service exchange model where a customer&#8217;s service experience \u00a0\u00a0\u00a0\u00a0\u00a0is determined by three service promises \u00a0both implicitly and explicitly. \u00a0These promises \u00a0will \u00a0make \u00a0a \u00a0customer \u00a0have an expectation that \u00a0must be \u00a0\u00a0\u00a0\u00a0fulfilled \u00a0\u00a0\u00a0and if not [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[],"class_list":["post-4052","post","type-post","status-publish","format-standard","hentry","category-article"],"_links":{"self":[{"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/posts\/4052","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/comments?post=4052"}],"version-history":[{"count":1,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/posts\/4052\/revisions"}],"predecessor-version":[{"id":4053,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/posts\/4052\/revisions\/4053"}],"wp:attachment":[{"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/media?parent=4052"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/categories?post=4052"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bbs.binus.ac.id\/management\/wp-json\/wp\/v2\/tags?post=4052"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}