Service Marketing on Railway

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Table of Contents

Executive Summery……………………………………………………… 4

Introduction………………………………………………………………… 5

Satisfying in services encounter…………………………………………5

Dissatisfying in service encounter………………………………………9

Recommendation………………………………………………………… 13

Conclusion………………………………………………………………… 14

List of references………………………………………………………… 15

EXECUTIVE SUMMARY:

In this report I describe about some factual services encounter which was happened with me in real life. In some services encounter where I was dissatisfying with provider services it is also describe in this reports as well describe how provider fail to deliver services as my expectation with give explanation chart of gaps model theory. After everything else I also give some recommendation based on course concepts through different ways to develop service delivery which is creating benefits for organization, employees and customer.

INTRODUCTION:

In this reports, I am going to introduce some services encounters which one happened with me in real life. It is interrelated to showrooms retailer services, bank services, mobile company’s dealer service and some government sectors. Services encounter may take several forms such as differing in terms of their duration and complexity. The service encounter may be an exchange between the consumer and a member of services firm’s staff. (McColl-Kennedy, 2003)

Service encounters are mainly the foundations or building blocks for satisfaction and service quality – namely, service encounters or the “moment of truth”. It is where promises are kept or broken and where the proverbial rubber meets the road – sometimes called “real-time marketing”. It is from these service encounters that customers build their perceptions. (Zeithmal, Bitner, 2003). In this service encounters a number of convene my expectation and some did not deliver as my expectation by service provider. When consumers buy some good and services form market or some sector that time they have some expectation from services delivery side. So it clearly mentions what they should do to reduce the gap to some extent. What they lack and what improvements they should do to satisfy the customers and keep the customers visiting them continuously.

Satisfying in services encounter:

1. In this encounter, I am going to introduces one city rail station services. I had one of my friend’s birthday party at Lidcombe 2 weeks before and I was gone by train at Lidcombe but at that time I didn’t know appropriate location of “Gokul Indian Restaurant” because of that the new restaurant over there so I was worried about location then I asked a station in charge person about that location and he told me all right direction of that restaurant and show me a Lidcombe local map for pathway which make easy to get me party place. Here, city rail officer such help me with suggest right direction. Because of at that time I didn’t know about Lidcombe suburb. If they cannot provide right direction, I could not attend that party on right time.

Station in charge person put all Gaps together
to for closing gaps

2. This service encounters about one Telstra store, when I was purchased one cordless phone from there. Actually when I was entered into the store, salesman give me smile and said me hi, how are you? Buddy. How can I help you? In reply, I said actually I am looking for one cordless phone then salesperson come with me on part of phone and said me for observe different cordless phone and told me if you have any problem just call me because of that time the store was so busy because of some promotional offer going on that’s way. After some time I confused about phone company choices because of there was Uniden, Panasonic, Telstra and Oricom so I ask salesmen which is best company for cordless phone then he gave me all information of...
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