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Role and script theory are relied on to suggest hypotheses for when these conditions leading to mutual understanding are most likely to occur. In service encounters, where interactions between employees and the customer often become part of the service itself in the customer's mind, not only the service outcome but also the manner in which the service is delivered is important to the customer Parasuraman, Zeithaml, and Berry This paper looks at the results of two studies of memorable service encounters in three service industries Bitner, Booms, and Mohr in progress; Bitner, Booms, and Tetreault to gain an understanding of the interactions between contact employees and customers that lead customers to distinguish very satisfactory services from very dissatisfactory ones. Based on these studies, it is proposed that mutual understanding between the customer and employee is a major factor influencing customer satisfaction in service encounters. The construct mutual understanding is defined; then role and script theory are used to generate hypotheses about when mutual understanding is more or less likely to occur.

A mutual savings bank is a brand of thrift institution originally designed en route for serve low-income individuals. Historically, these individuals invested in long-term, fixed-rate assets, such as mortgages. By , there were of these institutions. The first altruistic individuals in Philadelphia who established the first mutual savings banks also started the first hospitals, orphanages, and shelters on the eastern seaboard of the US. Mutual savings banks also allow several disadvantages including being too careful at times, having no member be in charge of, and having the possibility of body acquired or going public. While common savings banks function to generate profits for their member shareholders, credit unions operate as not-for-profit organizations, designed en route for serve their members, who also are de facto owners. Specifically, regulations brought in during the s. Although a mortgage is usually a contract amid a borrower and lender, mortgages be able to be pooled together and become accessible for investment by outside parties.

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