Abstract
Service Encounter is a situation where customers meet directly to services provided by companies, and it has been highly recognized for its significance because customers'' experiences during service encounter will influence overall customer satisfaction toward services provided. The core element of service encounter is interaction between customers and employees, and face-to-face contact between customers and employees at branches or shops is the most basic mode. Therefore, it is presumable that customers' evaluations for employees in service encounter influence the degree of overall customer satisfaction much.
In this study, we have conducted a web survey on actual usage of banks. Using data obtained from the survey, we have analyzed relationships between customers' evaluation for employees in service encounter and customer satisfaction.
