Got a tricky question? Receive an answer from students like you! Try us!

Service Encounter Journal - Essay Example

Only on StudentShare
Ph.D.
Essay
Marketing
Pages 8 (2008 words)

Summary

Service Encounter Journal Introduction Organisations are facing huge challenges over the years due to globalisation and internationalisation of many companies. The fast changing and growing economies have led to emergence of innovative ideas to sustain in the highly competitive market throughout the world…

Extract of sample
Service Encounter Journal

Therefore, the objective of the report is to analyse the service encountered while availing the services of four different organisations namely, Emirates Airlines, Commonwealth Bank, Wrest Point Tasmania and Eagle Boys Pizza. Thus, to enhance the measurement of the service encounters, two service marketing theories namely, level of customer service and the flower of service model will be used (Lovelock, Wirtz, & Chatterjee, 2010). Lastly, the dissatisfactory services encountered from the two organisations will be discussed and recommendations for improving them will be made. Most Satisfactory Encounter The Flower of Service According to Lovelock, Wirtz, & Chatterjee (2010), services can be of two types; facilitating supplementary services and enhancing supplementary services. Facilitating services are essential in the distribution of the service or to provide an aid to the core product. Whereas, augmenting additional services add value for the consumers. He further classified the services; facilitating services included order taking, information, billing and payment and enhancing services included hospitality, exceptions, consultation and safekeeping. ...
Download paper
Not exactly what you need?

Related Essays

Service encounter journal and analysis
The paper throws light on strategic marketing as the process of analyzing the way a company can achieve the satisfaction of its customers and thus, enlarge its profits. Strategic planning is of huge significance to any organization and is fundamentally directed from the top management. It is governed by several principles that include but are not limited to understanding the requirements of customers, setting clear objectives and delivering value. In order to gain competitive advantage, it is imperative that a company determines the sources of its products’ demand and draw a clear…
10 pages (2510 words)
Marketing 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…
10 pages (2510 words)
Extended Service Encounter Reflective Journal
The term ‘service encounter’ refers to ‘the contact situation between service customer and service firm when the service is being created’ (Se? Ler, 2009, p. 4), and as such is ‘one of the most central and controversial concepts in the service marketing literature’ (Grillmair, 2008, p. 4). The service encounter is important because customer perception is created by their most vivid impression of the service that takes place during the service encounter. There are three types of service encounters: episodic, consisting of a single occurrence producing a single revenue stream for the…
20 pages (5020 words)
Article Review: The impact of Service Encounters on Behavioral Intentions"
It also established the necessity of the study, due to lack of exploration on how brand loyalty impacts internet purchase decisions, through quality service interactions. The independent variables were interpersonal-based service encounter and technology-based service encounter, while the dependent variables were brand loyalty and online purchase. The author applied The Theory of Planned Behavior (TPB) model in predicting the behavioral intention of online purchases. The literature review is considered exhaustive, since it provided studies that explore the components, which impact consumer…
3 pages (753 words)
Marketing - Service Marketing
Dividing the various services encounters into two sections of “satisfying” and “dissatisfying” experiences, let’s start with the first encounter experience at the Ice Bar in London. Our experience at the Ice Bar in London was average because we were kept waiting for 20 minutes. Once entered in the specified area, we got the feeling of cramped in an overcrowded space without any seating arrangement. Staff strength was minimal to attend to the large crowd although their smiling faces reduced our level of dissatisfaction. The management should add more aesthetic elements to the bar so…
12 pages (3012 words)
Service Marketing
Further, it has been observed that the annual sales of Apple have gone above the figure of $4,406 that does not take into account the online sales. These sales are much higher than the sales of jeweler Tiffany & Co. and therefore depict Apple’s success. Amongst its many operations, the back-end and front-end included, Apple believes in being spotless in every move so as to achieve success (Banker, 2011). With that in mind, Apple keeps a critical eye on the demands of its products. Comparing its operations with its rivals such as Best Buy, it has been observed that Apple has adopted a rather…
6 pages (1506 words)
service marketing
Table of Contents Executive Summary 2 Table of Contents 3 Introduction 4 Case Encounter 1: Travel & Tourism Industry 4 Case Encounter 2: Telecommunications Ltd 7 Case Encounter 3: Movie Rental 9 Case Encounter 4: Online Book Ordering 11 Case Encounter 5: Airline Ticket Booking 12 Conclusion 14 Journal Template 15 Introduction Services are intangible products offered to customers and are usually a series of activities which take place as a result of interaction between the customers and the service provider. Execution of different strategies has been complied under thoughtful consideration,…
10 pages (2510 words)