StudentShare solutions
Triangle menu

Service Encounter Journal - Essay Example

Nobody downloaded yet
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. These classified services are illustrated through a flower diagram where the centre of the flower is the core product or service surrounded by the petals that included the different services. Thus, the name flower of service emerged through the diagram (Scribd Inc, 2012). The Flower of Service Source: (Scribd Inc, 2012). Theoretical Application in Satisfactory Level: Emirates Airlines Facilitating supplementary services are related to the services provided by the Emirates Airlines with regard to information concerning the timetable of the aircraft, availability and rate of the tickets, and company’s promotional activities among others. The company ensures that customers conveniently can access informations that matters them most. Furthermore, the company uses modern techniques to provide information to the customers, such as information through SMSs and emails. Billing and payment information are generated smoothly and quickly through electronic receipts. Emirates Airlines has facilitated customers by providing the option of debiting the account through online technologies. Enhancing services provided by the company ensures that the hospitality is provided to the optimum level by their onboard staff. With the new Boeing A380, customers are provided with private suites, shower spas and in-flight Wi-Fi among others. They make the customers feel that they are present in their own home. It has further made representatives available either physically or over the phone through 24 hours’ help-line centres where the best available opportunities or benefits to the customers are consulted. Safekeeping has also been given priority by Emirates, which ensures that children are provided with goodie bags and cartoon games for hyper active children, which will engage them for long hours, thus, reducing the tensions felt by parents while travelling with younger children (Emirates, 2012). Theoretical Application in Satisfactory Level: Commonwealth Bank The Commonwealth Bank is regarded as the foremost financial institution in Australia. Its developed services have enabled them to understand customers’ core values and respond to any requests quickly and politely (Commonwealth Bank of ...Show more


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…
Author : modestoabernath
Service Encounter Journal essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Service Encounter Journal"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

Service encounter journal and analysis
The researcher discusses his five experiences with different companies in which, he has been given a poor customer service. Some of the companies he will discuss are very famous and his complaint might sound inconsistent with the quality of service generally given by these companies, but he is writing what happened to him.
10 pages (2500 words) Essay
Extended Service Encounter Reflective Journal
Nevertheless, the results of a service rendered unto a customer are real and evident because it could be felt by such customer, and it is pursuant to the resultant satisfaction or dissatisfaction which the customer feels that the service is judged. When a service is repeatedly experienced, then the quality of the experience is repeatedly assessed by the customer, with subsequent experiences either reinforcing or mitigating the earlier experiences.
20 pages (5000 words) Essay
The service Encounter (Human resources management)
16 pages (4000 words) Essay
Service Encounter Jounals (Service Marketing)
According to the report the nine points that distinguishe the individuality of services advertising from bodily goods advertising are: customers do not get ownership of services, Intangible rudiments dominate value formation, greater participation of customers in manufacture procedure, other people may shape part of product experience.
4 pages (1000 words) Essay
Customers Role in the Service Encounter
In today's competitive world it has become important to understand the need of customers. This paper discusses some of the most important aspects of reading the behaviours of customers especially in the hospitality sector. In the U.S. economy there are two major sectors identified by the U.S.
10 pages (2500 words) Essay
Service Encounter Jounals (Service Marketing)
The nine points that distinguishes the individuality of services advertising from bodily goods advertising are: Customers do not get ownership of services, Intangible rudiments dominate
4 pages (1000 words) Essay
The service Encounter (Human resources management)
These factors are justified on both empirical and theoretical grounds. This is followed by suggestions and recommendations of the best practices of the hospitality industry
16 pages (4000 words) Essay
Service encounter journal
Marketing and promotional strategies have changed over the years. Moreover, the distribution processes have been developed in such a way that products or services are made
8 pages (2000 words) Essay
The Service Encounter Diaries
The food was both inexpensive and tasty so I can state that the experience was not a negative one. Because the front line
20 pages (5000 words) Essay
The Service Encounter Diaries
3: The experience was somewhat less rewarding than I expected due to the fact that I ended up waiting for assistance once in the loading area for nearly 20 minutes. During this time, I asked two of the employees to assist me in loading a piece
19 pages (4750 words) Essay
Hire a pro to write
a paper under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
Comments (0)
Click to create a comment
Let us find you another Essay on topic Service Encounter Journal for FREE!
Contact us:
Contact Us Now
  • About StudentShare

  • Testimonials

  • FAQ

  • Blog

  • Free Essays
  • New Essays
  • Essays

  • The Newest Essay Topics
Join us:
Contact Us