palveluhetkeä
Palveluhetki, a Finnish term, translates to "service moment" or "service encounter." It refers to the specific interaction between a customer and an employee of an organization, typically in a service context. This encounter is crucial as it often forms the customer's primary perception of the service provider and the overall quality of the service.
The concept of palveluhetki is central to service marketing and management. It encompasses all touchpoints where
The quality of each palveluhetki significantly influences customer satisfaction, loyalty, and word-of-mouth recommendations. A positive service