One of the basic parts of service quality is the experiences among clients and representative. This is particularly valid for services described by a high level of up close and personal collaboration likewise where there is absence of an exchange of tangible goods. Such connections are might be a satisfying encounter or a difficult occasion for contact work force explicitly when the objective of client and service supplier deviate.

Keywords : Service Quality; Service Encounters; Interactive Service Quality; Ethiopian Revenues And Customs Authority (ERCA); Ethiopia.