Service encounter analysis. The Service Encounter 2023-01-04
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A service encounter is a moment in which a customer interacts with a service provider, whether in person or through a digital medium. These encounters can have a significant impact on the customer's overall experience and perception of the company, and as such, they are an important area of study for businesses looking to improve their customer service. In this essay, we will explore the concept of a service encounter and analyze its various components in order to better understand how they contribute to the customer experience.
One of the key elements of a service encounter is the interaction between the customer and the service provider. This interaction can take many forms, such as a conversation over the phone, an exchange at a checkout counter, or a chat online. Regardless of the specific medium, the interaction is an opportunity for the service provider to establish a connection with the customer and build trust. This can be achieved through effective communication, a friendly demeanor, and a willingness to listen and help the customer.
Another important factor in a service encounter is the quality of the service itself. This refers to the ability of the service provider to meet the needs and expectations of the customer in a timely and effective manner. In order to deliver high-quality service, the service provider must have a thorough understanding of the customer's needs and be able to offer solutions that are tailored to their specific circumstances. They should also be able to anticipate and address any potential problems or issues that may arise during the encounter.
The physical environment in which a service encounter takes place can also have a significant impact on the customer's experience. For example, a clean and well-maintained store or office can create a positive impression and make the customer feel more at ease. On the other hand, a cluttered or poorly-maintained environment can create a sense of disorganization and frustration for the customer.
In addition to the actual service encounter, the customer's overall experience with a company is also influenced by the pre-service and post-service phases. Pre-service refers to the steps a customer takes before actually interacting with the service provider, such as researching the company or filling out forms online. These steps can set the stage for the encounter and can affect the customer's expectations and attitude. Post-service refers to the follow-up and aftercare provided by the company, such as providing instructions for use or offering assistance with any problems that may arise. A positive post-service experience can help to reinforce the customer's satisfaction with the company.
Overall, a service encounter is a complex interaction that involves many different factors. By understanding the various components of a service encounter and how they impact the customer experience, businesses can improve their customer service and build stronger relationships with their customers.
Service encounter journal and analysis Essay Example
In the service industry, the customer is the most important element, which determines its success. . In service firms, the key point of differentiation is the service offered. Most services are results of social acts, which take place in direct contact between the customer and the service provider. These are common problems that are encountered in the hospitality industry.
Perceived Service Quality Essay 2. Comparing the customer satisfaction level of Coles 87. Right after entering the hotel I was amazed with the kind of hospitality I was encountered with, the hotel staff was extremely well behaved and mannered. . MANAGEMENT AND CONTROL IN SERVICE FIRMS: BRIDGING THE GAP BETWEEN ORGANIZATION STUDIES AND SERVICE MANAGEMENT. There is some evidence that the greater the number of discrete segments that are perceived to the customer, the longer the process appears.
Firms need to close these gaps by understanding customer needs and delivering services to match customer expectation and perceptions through internal and relationship marketing in order to satisfy their customers and build long term relationships with them. . Select a number corresponding to your feelings for each section Terrible. Extremely dissatisfied Extremely satisfied 1 2 3 4 5 6 7 What exactly made you feel this way? Excerpt from Essay : Service Marketing Service encounter Service encounter analysis-1 CVS Pharmacy Service encounter analysis-2 Service encounter analysis-3 Service encounter analysis-4 Service encounter analysis-5 Service journal entryform-1 Appendix A Encounter 1 CVS Pharmacy Service journal entry form-2 Service journal entry form-3 Service journal entry form-4 Service journal entry form-5 Service marketing relates to a customer's behaviors in relation to a The first an encounter at CVS Pharmacy involves the 7 Ps relating to Price, Product, Place, and Promotion. Exactly the same happened with us Service Gap Model: Customers these days have become highly aware and increasingly demanding, they do not want just high quality of product or services but a more excellent customer service.
Report SERVICE MARKETING Each student record a journal template provided
I waited for a month, but when nobody called me I got fruited and shoot a mail to their customer service department. For example, in a hospital context, a study of patients revealed that encounters with the nursing staff were more important in predicting the customer satisfaction. Recommendation For extremely satisfied service Encounter 4: LHS Quality Software Co , my recommendation will be provided more place and seat to customer because customer may feel uncomfortable with limit space and do not have a seat while in the process of waiting. Information search will be also need at the pre-purchase stage, for extremely satisfied service Encounter 4: LHS Quality Software Co , the information search was before the service was occur. I explained them, my mother is a professor and she never even uses water with the ring on, she takes utmost care of it, but they denied. This provides a company with a strong foundation upon which it can build its strategic marketing planning. Situations such as regular supermarket shopping, buying a coffee or booking a train ticket are not sufficiently complex to enable you to critically analyse the process and relate it to service marketing theory.
Service Essay Service is often seen as a complex phenomenon. However, the company can offer lower rates if they so desired. Finding a keen interest in the fabric and fit of the product, it seemed the desire to have those jeans regardless of the cost was irresistible. Glushko and Tabas 2009 discuss the service experience as being largely focused on the interactions between employees, machines, automated systems, physical facilities and any other As mentioned before a service firm is one which the perceived value of the task to the customer is determined more by the application than the product itself. Some of these service sector industries are restaurants, health, banking, airlines, etc.
Lovelock, C, Wirtz, J and Chew, P 2009, Essentials of Services 3. For example, a customer calling for the repair service may switch to some other company if he is put on hold for a long time or even treated rudely. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback. Wirtz, Jochen and Johnston, Robert. After a month or so, one fine day my mom called saying the platinum ring has started to get lacklustre, the shine is going and it is getting black, surprised and shocked I was to the core. Meanwhile, low contact services will involve little physical contact between customers and service providers Lovelock et al.
It was a delightful experience on financial, emotional and social fronts. The encounter involved a variety of natives. Tangibles are the way the physical facilities, like equipment appearance of personnel and the communication materials, are used by customers to judge the service. They are physically tangible items that cannot be returned or resold. Prior to this job, I worked at TD bank as customer service rep frontline Employee. Since customers become very demanding of service providers the onus comes on the staff of the organization to deliver it. The first is people processing, which is a focus on Words: 576 Length: 2 Pages Topic: Business Paper : 66404467 Services Marketing Mix Assessing the Value of the Services Marketing Mix The Services Marketing Mix is comprised of people, process and physical evidence.
. Question 3: What are the findings of this study? The researcher discusses his five experiences with different companies in which, he has been given a poor customer service. Journal of Retailing and Consumer Services,21 2 , 118-129. Every service outcome contains the potential for placing blame or claiming credit. .
For every organization, certain encounters can act as a key to customer satisfaction. Southern African Transport Conference. Tangibles influence service quality perceptions by offering indirect clues about the nature and quality of the service itself, and indirectly, by the usage of physical aspects in the production of service. The Service Provider Days Hotel is a popular chain of hotels that have established a global presence. Unfortunately, not many gurus have realized this simple formula to success.
. This assignment "Service Classification and Analysis of Service Encounters" seeks to shed light on the concepts of services marketing and understand the nature of the services being offered by the companies. . Managing customer relationship In understanding a relationship between customer service and service quality it is imperative to understand the services marketing triangle which illustrates the relationships between a company, its employees, and its customers. Services of vendors, travel agents and product suppliers, сommunication services such as offers, requests and greetings are all part of service encounters. The moment of truth can make the customer satisfy or dissatisfy.
