Summary on Service Encounter Journal - 1242 Words

SCO 3051/ Professor B. Azman Assignment #4 Summary of Service Encounter Journaling Service encounter is person-to-person interactions between customers and service providers. Over the past six weeks, I realized my interaction with the service providers played a vital role in improving my perceptions regarding service quality, as they also influenced my satisfaction and brand perception. As a result, the good service I received had increased my long-term loyalty, lead to positive word-of-mouth and higher profitability for the service organizations I encountered. On the other hand, I found those service organizations that provided unpleasant customer experiences were solely focused on operational profitability, rather than on creating†¦show more content†¦This principle reminded me a situation where I called T-Mobile Technical Support to figure a service outage issue. The informative customer service rep tracked down the origin of problem, explained the service recovery procedures to me professionally although he clearly spoke English with an Indian accent. He was also able to provide me the sense of control and the feeling of security by providing a service solution that stated power station would be recovered within 2 days. Meanwhile, the attitude of service providers had a strong impact on customer’s perception to the service encounter. I assessed my service encounters based on the attitude of service providers, their ability to fulfill special requests, and to execute service recovery in cases of a service failure. For example, in my customer experience with Starbucks, the barista ‘s attitude of going above and beyond expectations and her friendliness had positively influenced my perception of Starbucks, and thus increased my happiness and loyalty as customer. A Typical Service Failure and Recommendations for Potential Service Recovery Particularly, my experience encountered with Spirit Airline was a typical service failure and they should deliver a service recovery to retain customers. Ground crew announced the 2 hours flight delay mere seconds before the first customer scanned his ticket with no explanation or apology. Immediately, anger and complaints had spread across the waiting zoneShow MoreRelatedBookkeeping Essay974 Words   |  4 Pagesforms needed to run the business (Kinn’s 2007, p. 406.). These forms are an encounter form, receipt form, a ledger card and a journal entry card (Kinn’s 2007, p.406). The peg-board system is considered a fast and simple form of bookkeeping. It only requires the bookkeeper to write the information once and with the use of carbon paper, the entry is placed on all of the necessary documents (Kinn’s 2007, p.406). The encounter form is used to document the visit and the patient’s information (ElsevierRead MoreOutline Of A Business On Ikea1094 Words à ‚  |  5 Pagespresent IKEA has continued to grow and it has reached the markets of USA, Italy, France, Japan, China and Russia (IKEA, n.d.). At the end of 2014 there were a total of 361 stores in more than 40 countries (IKEA, 2014). Initial and current products/services. In its beginnings IKEA sold its products via mail order. Those products were fish, Christmas decorations, greeting cards, pencils, ballpoint pens and flower seeds from the family farm (Ikea, n.d.). A few years later furniture was added to the productRead MoreIs Service Marketing Different Form Product1442 Words   |  6 PagesDEBATE—Is Service Marketing Different From Product Marketing? MARKETING DEBATE—Is Service Marketing Different From Product Marketing? Marketing is the process of communicating the value of a product or service to customers. In addition, marketing might sometimes be interpreted as the ability of selling products and services. As the term Marketing may replace Advertising it is the overall strategy and function of promoting a product or service to the customer. Many services marketers stronglyRead MoreChild Abuse And Domestic Violence : Prevalence, Explanations, And Practice Implications Essay1239 Words   |  5 PagesJournal Articles Summary Article #1: Child Abuse in the Context of Domestic Violence: Prevalence, Explanations, and Practice Implications The journal article Child Abuse in the Context of Domestic Violence: Prevalence, Explanations, and Practice Implications, addresses three critical components in regards to child abuse resulting from domestic violence. The first component focuses on how often child abuse occurs in relation to domestically violent families. The second component of the journal articleRead MoreThe Use Of The Theory Transactional Model Of Stress And Coping1727 Words   |  7 Pagesperiod Lazarus and his colleagues describe an encounter by the person with a stressor that may have one of three types of outcomes: an irrelevant encounter of no significance, a benign-positive encounter that is considered beneficial, or a stressful encounter that is considered harmful or threatening (Lazarus, 1998). During these encounters the person is deciding in which way the stressors are significant to their well-being. A stake in the encounter generates a potential for emotions and stressfulRead MoreCommunication Acr oss Cultures : High Context Vs. Low Context1143 Words   |  5 Pagesindividuals have numerous contacts but over a short period. Beliefs and society s behavior are needed to be explained so that so that outsiders will know how to act. 3. Major Article Summary The article I chose to summarize is Low† and High†Context Communication Patterns: Towards Mapping Cross†Cultural Encounters (Korac†Kakabadse, Kouzmin, Korac†Kakabadse, Savery, 2001). This article explains the differences in each culture context. Certain countries fall into each category: †¢ High Context-CultureRead MoreSwot Analysis : Iaas On The Cloud Computing Industry1034 Words   |  5 PagesIn summary, IaaS is the highest growing segment in the cloud computing industry. Within the segment, the champion vendor is AWS as the result of its early entrance. Eyeing the potential market growth in China, AWS entered Chinese cloud computing market with Aliyun competition. Although AWS may face potential threats, such as cutthroat competition, government distrust, limited customer base, and barrier of switching, they have structured strategies to minimize the damage of said threats. Based onRead MoreArticle Review: Customers Ways of Making Sense of a Financial Service Relationship Through Intersubjective Mirroring of Others1444 Words   |  6 Pagesï » ¿Journal Article Review: Eriksson and Soderberg (2010) Customers Ways of Making Sense of a Financial Service Relationship Through Intersubjective Mirroring of Others. Journal of Financial Services Marketing 2010) 15 , 99-11 A. Material Evaluation Introduction The focus of this study is the review of the work of Eriksson and Soderberg (2010) which examines the importance of the existing relationships between the buyer and the seller in marketing research. Reported by Eriksson and Soderberg (2010)Read MoreService Encounters2186 Words   |  9 PagesAssignment 2 – Service Encounters GSBS 6015 20/03/16 Salam Abbas - C3261695 Lauren Romano - C3246958 Asma Suhail - C3238999 Executive Summary This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfactionRead MoreFactors Leading For Shortage Of Primary Care Physicians1533 Words   |  7 Pagesprimary care physicians? †¢ Importance – Better preventative care to the people †¢ Conclusion B) History of primary care and primary care physicians C) Ethical issues in shortage of primary care gap D) Economic issues in primary care gap E) Summary F) Recommendations G) Conclusions Abstract The main objective of this research question is to analyze the factors that led to the shortage of primary care physicians. The