Answer :
Final answer:
Service encounter theory offers a framework for understanding the effects of the service environment on the service experience, by analyzing interactions between customers and service providers.
Therefore the correct answer is option d) Service encounter theory.
Explanation:
The concept that offers a framework for understanding the effects of the service environment on the service experience is d) Service encounter theory. This theory analyzes the various interactions between consumers and service providers that occur during the delivery of a service. Service encounter theory categorizes these interactions and demonstrates how they influence the customer’s overall satisfaction with the service.
It considers multiple aspects such as the physical environment, the behaviors of the service personnel, and the processes involved in service delivery. Unlike SWOT analysis, which evaluates strengths, weaknesses, opportunities, and threats, or Gap analysis which identifies gaps between desired and actual performance, or Service blueprinting that maps out the service process, Service encounter theory specifically looks at how these encounters shape the customer experience.
