Service Encounter
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 sources of customer satisfaction and dissatisfaction with services. You are asked to complete 10 journal entry forms. Each entry will correspond to one service encounter that you have during the semester. Your journal may be written (if you have neat, clear, legible handwriting) or typed. (If you desire, you can use your favorite word processor to set up a file with the questions from the entry form. You can then enter descriptions of the service encounters as you experience them.) Be sure to completely answer the questions on the journal entry form. If you make copies of the form and need more room to answer the questions, you may write on the back of the entry form or attach a page to the form. Your inclusion of the important details of the service encounter will help you in writing your service encounter paper.
The following pages include some examples of journal entries from past students. These are not meant to be perfect examples, but are representative of the type of details that should be included in such entries.
Service Encounter Journal E ntry: 5 Your N ame: Brian B_____ Name of Firm: Columbus Blue Jackets Date of Encounter: 1/24/02 Type o f Service (ind ustry): Hockey Time of Encounter Occurred: 5:45
What specific circumstances led to this encounter? I went home to go to the Blue Jackets game because we have season tickets. My dad was out of town for the week and he accidently did not take the tickets out of his brief case. So the tickets were
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 sources of customer satisfaction and dissatisfaction with services. You are asked to complete 10 journal entry forms. Each entry will correspond to one service encounter that you have during the semester. Your journal may be written (if you have neat, clear, legible handwriting) or typed. (If you desire, you can use your favorite word processor to set up a file with the questions from the entry form. You can then enter descriptions of the service encounters as you experience them.) Be sure to completely answer the questions on the journal entry form. If you make copies of the form and need more room to answer the questions, you may write on the back of the entry form or attach a page to the form. Your inclusion of the important details of the service encounter will help you in writing your service encounter paper.
The following pages include some examples of journal entries from past students. These are not meant to be perfect examples, but are representative of the type of details that should be included in such entries.
Service Encounter Journal E ntry: 5 Your N ame: Brian B_____ Name of Firm: Columbus Blue Jackets Date of Encounter: 1/24/02 Type o f Service (ind ustry): Hockey Time of Encounter Occurred: 5:45
What specific circumstances led to this encounter? I went home to go to the Blue Jackets game because we have season tickets. My dad was out of town for the week and he accidently did not take the tickets out of his brief case. So the tickets were