service encounter example

All I wanted was a simple oil change. Due day: 19/09/2012

Salam Abbas - C3261695 The first type of attribute is the must have attributes.

In order to do this report, I had experience few service industries around Kota Kinabalu area.

The surprise and delight attributes if present can excite the customer, but their absence does not dissatisfy, as customers do not expect them. How the service is performed is as important as what is performed.

My high satisfaction from this service encounter can be attributed to the following. These requirements can satisfy or dissatisfy consumer depending on the level of their satisfaction by a product or a service.

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I was pretty unhappy with this particular service counter for a number of reasons.

A competitive advantage can be achieved through successful use of both expected and exciting attributes,Kano’s model of customer satisfaction will now be looked at.

This nearly left me hanging up the phone and browsing for a close competitor, which of course would have been detrimental to Domino’s Pizza.I will first look towards the 7p’s concept (Booms and Bitner 1982) to determine why and how a good service encounter has occurred. ETSY (Online Shopping) UK Number of studies of industrial marketers and purchasers indicated that the marketing mix components differ significantly in importance (Jackson, Burdick and Keith, 1985).Robicheaux (1976) found that key marketing policies had changed significantly. The,...Classical Hollywood

Lauren Romano - C3246958 The purpose of the journal is to identify sources of customer satisfaction and dissatisfaction with services.


I hadn’t used Etsy before so I had nothing to benchmark my experience against. The “linear satisfier” attributes keep the customer satisfied, the “delighter” attributes are not expected or required, but help create customer satisfaction and can make the difference in brand choice for a consumer especially in competitive markets.The convenience, speed of delivery and tastiness of the pizza could come under the heading of linear satisfiers. What did determine why we decided to choose Domino’s Pizza was based on the brand name, reputation it holds, convenience and people’s past experiences with Domino’s Pizza.

Q1. However. However our decision to buy from Domino’s pizza was not solely based on the price, as we had options to look for a cheaper competitor. One must look further and concentrate on the extended P’s, namely People, Physical Evidence and Processes.The personnel on the phone and the friendly delivery staff certainly contributed towards a good service encounter.

1990).Due to the fact that the model involves perception it means judgment may differ among individuals and thus could be based on the cultural framework that the person brings to the encounter (Ueltschy et al., 2007).While customers can judge the quality of manufacturing goods in terms of functions and standards, they may find it difficult to measure service quality because they have to assess not only the outcome of the service, but more importantly the process of the delivery of that service.Therefore, before customers purchase a service, they have expectations about service quality that can be based on a number of variables such as word-of mouth recommendations, individual needs, past experiences and a service provider’s marketing communications (Parasuraman et al., 1988).Parasuraman et al., (1988; 1991) attempts to define the dimensions of service quality. I again stated that I only had $30, and that I had told them not to use the synthetic oil. Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com.When giving examples of my service encounter I will, each time try to explain the reasons for my service encounter, a brief description of what the firm did and provided for myself, my level of satisfaction through a rating system between one to seven, from lowest to highest possible satisfaction, and lastly my reasons for this satisfaction rating. 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. SERVQUAL can only be defined in a consumers mind as it is a psychological difference between perceptions and expectations.Gronroos (1982) suggests that the perceived quality of a service is the result of an evaluation procedure whereby customers compare their perceptions of service quality delivery and the outcome against what they expected . Doublespeak is usually referred as a language to misguide the audience or it is a language “that pretends to communicate but really doesn’t”. As an employee of the hotel, I hope this report can help the hotel's long-term development, improve a lot shortcomings and defects of service, and improve staff quality, service attitude and service level, increase the competitiveness of the hotel. From simple essay plans, through to full dissertations, you can guarantee we have a service perfectly matched to your needs.The emphasis on customer relationship management could be attributed to technological advancements which have allowed business’s to create increasingly intimate relationships with their customers. This is due in the main part to the technology to make such a system “technically and economically feasible” (Ã-sterle 2002), organisations are now able to further customise their marketing and product offerings, not just to groups but to individuals themselves. Please join StudyMode to read the full document,...CREATING A DRAMA AT TGI’S FRIDAY Customer themes of satisfaction,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. The performance or spoken attributes are those voiced by customers in what they are wanting from the product. The encounters that I had chosen will reflect different type of satisfaction,Service Marketing

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