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Marketing Service Task1 Executive Summary Marketing professionals as well as specialists make use of numerous strategies so that they can retain the best and most lucrative customers with them for longer period of time. In the context of service or product industry, the best way to retain the customer is via good customer service…
Attempts need to be made by the companies to bridge the gap. Table of Contents Executive Summary 2 Introduction 4 Service Encounter 1 5 Service Encounter 2 7 Service Encounter 3 9 Service Encounter 4 11 Service Encounter 5 13 Conclusion 15 References 16 Appendices 18 Introduction Services are the economic activities rendered by one party to another party. The heart of service is considered to be the encounter taking place between the server as well as the customer. It is during this phase when the emotions tend to come into contact with the economics in real time and hence people evaluate the quality of service (Chase & Dasu, 2012). The chief objective of the report is to evaluate the service encounters from one’s perspective as a customer and hence to analyze the recorded situations by making use of the relevant theories and concepts. Service Encounter 1 While having a Digital Subscriber Line (DSL) internet connection with Dodo Company in the year 2012 with a contract of two years, I found that the company disconnected my internet within a month of the contract. I tried to fix the problem with the company and despite several attempts made by the company to resolve the issues faced by me, it was not capable of coming out with a feasible solution. Hence, I experienced a negative service encounter with the company. ...
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