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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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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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 Encounters The majority of my service encounters are classified as search and experience categories. My postexperience evaluations of the total encounters were surprisingly positive. I say surprisingly because I am a selective customer before and even more so now that I am learning the service marketing concepts. Not to say I am an activist complainer; although‚ I do appreciate excellent predicted service qualities that fall just short of my desired expectations. A number
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Name of service firm: Air Lingus Type of service: Airline Date and time of encounter: 03/06/10 10.00 am Price of service: 105.00 euros Brief Encounter: After a year in Australia‚ it was time to face the 24 hour flight home‚ so my friend and I booked our tickets which consisted of travelling with two airlines. We flew with Quantas to Germany and the second flight was on Air Lingus direct to Dublin. On the second flight home proved not so pleasant.. We boarded the flight which was
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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
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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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SERVICE ENCOUNTER: Harry Beckwith mentioned service as “Selling the invisible”.(Barlett‚ 2001). Service encounter is a dealing in which one person supply a good or a service to another person. (for example selling a product‚ selling a service an appointment with a doctor etc..). There are different types of service encounters. Service may be direct contact services( like service in an hospital) or indirect contact services( like service produced in a call center). Examples: 1
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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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