Abstract
Service Encounter is a situation where customers meet directly to services provided by companies, and the core element of service encounter is interaction between customers and employees. Face-to-face contact between customers and employees at branches or shops is the most fundamental mode of such interaction.
After experiencing face-to-face contacts with employees, customers evaluate employees, form customer satisfaction toward the services provided by employees, and develop afterwards behavioral intentions as expressions of customer loyalty.
In this study, we have conducted a web survey on customers' actual usage of banks. Using data obtained from the survey, we have analyzed relationships among customer evaluation for employees, customer satisfaction, and customer loyalty in service encounter by customer attribute-based classification.
