Critical Incident Report

Topics: Service, Customer, Service system, Critical Incident Technique, Services management and marketing, Customer service / Pages: 9 (2152 words) / Published: Oct 13th, 2013
Assessment 2: Authentic Tasks – Critical Incident Report

Executive Summary
This report is based around a dissatisfying service incident with Generic Removals. This incident is described by using the Critical Incident Technique questions as a framework for its description.
Table of Contents
Executive Summary – Page 1
Part 1 Critical Incident Description – Pages 3-4
Part 2 Critical Incident Analysis – Pages 5-6
Part 3 Recommendations for Provider – Pages 7-8
References – Page 9
Part 1 Critical Incident Description
The dissatisfying service incident I have chosen to analyse occurred on the 5th June, 2012. My family and I employed Generic Removals, a suburban based removalist company, to move an assortment of furniture and other possessions from one property to another over a distance of approximately ten kilometres.
I will now use the Critical Incident Technique questions as a framework for further describing the incident.

Circumstances Leading to the Incident
My family required an assortment of furniture and other possessions to be moved from one property to another over a distance of approximately ten kilometres. Prior to the service being conducted an employee of Generic Removals came to inspect the property and the items we wanted to be moved. During this process the employee stated that it would be feasible for all of our desired items to fit within the trucks used to do the moving and that the property that the items were being moved to had appropriate entrance ways for all of the furniture to be able to fit inside without causing any damage to the item themselves or the property. The employee also stated that the job would take approximately 7 hours to complete from start to finish.

What Occurred During the Incident?
The employees of Generic Removals arrived on time, on the 5th of June 2012 to the property from which the items were being removed. The removalists then began to package the items and furniture in preparation for loading the



References: Asubonteng, P. Mccleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, 10(6), pp. 62-81. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and it 's implications for future research", Journal of Marketing, Vol. 49 No. 4, pp. 253-68. Zeithaml, V., Bitner, M. and Gremler, D. 2013. Services marketing. New York: McGraw-Hill Irwin.

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