Service Encounter in Thermal Hotel Enterprises: A Managerial Perspective

Abstract

The main purpose of this study is to reveal the effects of servicescapes on the service encounter. The population of the study consist of mid-level and top executives of thermal hotel enterprises operating in Afyonkarahisar. Data were gathered with semi-structured interviews, and participants were selected with judgement sampling technique. Content analysis was used to analyse the data. The results show that the participants emphasize the role of atmospherics and backstage arrangements on service encounter in common with other servicescape dimensions; the interaction of the staff with the guests has an effect to increase the service quality and to facilitate the bond between the guests and the organization, and the service and the employees played an important role in the interaction of the guests with each other.