Summary of Service Encounter Journaling Service encounter is person-to-person interactions between customers and service providers. Over the past six weeks‚ I realized my interaction with the service providers played a vital role in improving my perceptions regarding service quality‚ as they also influenced my satisfaction and brand perception. As a result‚ the good service I received had increased my long-term loyalty‚ lead to positive word-of-mouth and higher profitability for the service organizations
Premium Customer service Customer
Encounter # 1 Satisfying Service Encounter Date: 17/09/2014 Time: 8:35am Details: At the clinic‚ the nurse greeted me and attended to my registeration promptly. She informed me of the estimated waiting time and suggested to me that I could go for my breakfast nearby while waiting for my turn. Since I had my breakfast already‚ I chose to wait. I was warmly greeted by the doctor when I entered the consultation room. His room is simple and neat‚ there is also a large professonal
Premium Customer service Doctor Customer
Service Encounter Journal Journal entry: 3 Candidate number: Name of firm: Pastry House Type of service: Product Price of service: 2 GBP Service encounter date: 5/11/2014 What specific circumstances led to this service encounter? It is a Monday morning; I was in a hurry but decided to stop for a coffee on my way to lectures. Briefly describe the service encounter so that someone who were not there would know what happened? I was in a hurry but decided to quickly have my breakfast before
Premium Expected value Expectation Service
Sample Service Encounter Journal Entries We all have a number of such encounters each week‚ including (but not limited to) restaurants‚ banks‚ airlines‚ dry cleaners‚ doctors‚ dentists‚ libraries‚ photographers‚ tutors‚ travel agencies‚ theaters‚ pest control agencies‚ phone companies‚ automotive mechanics‚ insurance companies‚ attorneys‚ accountants‚ and copy centers. Those doing this assignment are to keep a “journal” of your service encounter experiences. The purpose of the journal is to identify
Premium
Service Encounter: A service encounter is defined as the period of time that a customer interacts with a service (Shostack‚ 1985). The definition of a service encounter is broad and includes a customer’s interaction with customer-contact employees‚ machines‚ automated systems‚ physical facilities‚ and any other service provider visible elements. It involves all the activities required to perform a service. Transactions: 1. Info 2. Parking 3. Booking 4. Entry 5. Waiting 6. Finding Seat
Premium Nonverbal communication Customer service Good
In this paper‚ I will be giving a report on my best service experience and any recommendations that could have made my encounter better from one of ten service encounters that I conducted throughout the semester. I will also be including my worst service encounter experience from one of those ten service encounter forms mentioned a moment ago as well as any recommendations that could have made the encounter one of my best. On May 7‚ 2004 I had to take my son‚ Darian‚ to see an allergy and asthma
Premium Allergy English-language films Customer service
CREATING A DRAMA AT TGI’S FRIDAY Q1. What are the connections between theatre and TGI Friday’s? Is the dramaturgical analogy a good one? The service encounter at TGI Fridays can be seen as a theatrical drama. Décor has become a key element in the TGI Fridays experience transforming an otherwise bland and boring industrial type building into a theatrical stage‚ which shows that the servicescape is standard all around the world. The restaurants of TGI are remarkably similar throughout the world
Premium Good Customer service
Service Encounter Report 1.0 Introduction The purpose of this report is to critically evaluate the services encounter using service marketing perspective. In order to do this report‚ I had experience few service industries around Kota Kinabalu area. I had took six encounters service as my journal entries and two of the journal entries will use to develop this report which is the most and least satisfactory service encounter. The encounters that I had chosen will reflect different type of satisfaction
Premium Service Marketing Good
Service Encounter Journal Entry Name of Firm Date of Encounter Service Industry Time of Encounter What specific circumstances led to this encounter? Exactly what did the firm/employee say or do? How would you rate your level of satisfaction with this encounter? Extremely dissatisfied Extremely satisfied 1 2 3 4 5 6 7 What exactly made you feel this way? What could the employee/firm have done to make you happier with the encounter? How likely is it that you
Premium Unix File system Walk This Way
TABLE OF CONTENT 1.0 INTRODUCTION 3 2.0 BODY 2.1 Service encounters‚ service relationship and level of customer contact. 4 2.2 The framework of evaluation of services encounter 4 2.2.1 Customer expectations and customer emotions in the services encounters 5 2.3 Customer Satisfaction and Service Quality 6 2.3.1 The rate of service quality 6 2.4 Service failure and service gaps 7 2.4.1 Recommendation : Service gaps model 8 3.0 CONCLUSIONS 9 REFERENCE LIST 10 APPENDICES 12 1.0 INTRODUCTION
Premium Quality of service Service Services management and marketing