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
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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
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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
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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
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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
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Service Encounter Journal As consumers we hold a very influential and powerful tool‚ money. Whether buying a top-quality watch like a Rolex or purchasing a shirt at Wal-Mart‚ we expect to get value from our monetary expenditures. In reference to the previous items‚ the customer dealt with absolutes. They are physically tangible items that cannot be returned or resold. Customers tend to have a high level of confidence in their expectation for these goods; however‚ services set on the other end
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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
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SERVICES MARKETING SERVICE ENCOUNTER REPORT I have evaluated six encounters with a variety of industries; they are all from the service sector. A service sector business is one in which the perceived value of the offering to the buyer is determined more by the service rendered than the product offered. The services I encountered have various levels of intangibility. For example‚ my service encounter at Odeon cinemas included physical aspects such as the theatre‚ popcorn‚ and tickets. However
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A Brief Encounter The poem “Summer Love” by Marilyn Chin written in 1994 uses descriptive emotional imagery through various tones to illustrate short lived relationships during the summer of a woman’s life. The situations and settings of the poem add to the theme of the poem as well as her use of figurative speech to describe the emotions she experiences during and from these relationships. The author Marilyn Chin has expressed several emotions within the poem through the use of descriptive
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http://www.dailymail.co.uk/sciencetech/article-2174136/Aliens-Well-probably-close-encounter-century-says-leading-physicist-warns-governments-ready.html “Aliens? We’ll probably have a close encounter this century says leading physicist who warns government to be ready” was written by Fiona Macrae in July‚ 2012. Macrae is a science reporter at the Daily Mail. She studied medical microbiology at Edinburgh University before training in journalism in Cardiff. This had been the first article I have
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