It is against the background of the growing importance of service encounters that much research has been done in order to determine different situations and factors that contribute to consumer satisfaction (Czepiel et al, 1985). This report adds to this research by examining four different service encounters. Each of these encounters depict a different perceptive of service delivery and is experienced in different set ups. Through examining the service encounters, a number of recommendations are drawn in order to improve service delivery. Further, the report also links service marketing theory and practice. Each service encounter is examined through the lens of a theory or model. The models to be examined include culture analysis, three stage model analysis, expectation disconfirm...
... middle of paper ...
... Research Provo, UT: Association for Consumer Research.
Hoffman, D. K., & Bateson, J. (2010). Services marketing: concepts, strategies and cases. Mason, OH: Cengage Learning.
Lovelock, C., Wirtz, J., & Patterson, P. (2010). Services marketing: an Asian-pacific and Australian perspective (5th ed). Auckland: Pearson Australia.
Segler, P. (2010). Intercultural differences of customer emotions in service encounters: investigation and managerial implications. Gerhardt: Grin Verlag.
Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51: 86-96.
Wells, V., & Foxall, G. R. (2012). Handbook of developments in consumer behavior. New York: Edward Elgar Publishing.
Zeithaml,V., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49: 33-46.
Need Writing Help?
Get feedback on grammar, clarity, concision and logic instantly.Check your paper »
- The contemporary economy has shifted from industry-based to economy-based. This shift has rendered the consumer at the core of any business transaction. As service industries continue to grow in importance, customer satisfaction has become a key objective for every industry player. The consumption of service often entails the personal interaction of customers and service employees (Lovelock, Wirtz, & Patterson, 2010). This interaction is referred to as service encounter. The customer’s experience within the service process is a crucial determinant of his or her satisfaction with the service (Bitner, Booms & Tetreault, 1990b).... [tags: economics, business, industry, strategy]
2553 words (7.3 pages)
- Introduction A service encounter is defined as the period of time which a customer interacts with a service. 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 service provider visual elements. The perspective of the experience is determined during which contribute to the overall experience. Service quality is determined at the “moment of truth” (Lovelock, Wirtz and Chew (2009) when the service is delivered, in face to face service this quality occurs during the deliver, this interaction is when the consumer is making an indelible impression of the firms.... [tags: witchery experience, technology]
1135 words (3.2 pages)
The Relationship Between how Citizens Engage the State and the Condition of Service Delivery They Encounter in Their Everyday Lives as Residents of Kh
- 1.2 STATEMENT OF THE PROBLEM The central problem addressed in this study is to analyse and describe the relationship between how citizens engage the state and the condition of service delivery they encounter in their everyday lives as residents of Khayelitsha. Incessant so-called service delivery protests across South Africa grabbed media headlines in 2005, many which turned violent. A number of diagnosis were put forward for this rather abrupt manner of remonstration against government especially immediately after the 2004 election which the ANC won a resounding majority of nearly 70% of the votes cast.... [tags: Government]
972 words (2.8 pages)
- It is evident that the poor service received in the Vodacom service encounter was primarily due to the service employee. Thus it is evident that the service received from that particular service employee was not suitable for a high-contact service. This is due to the fact that although the employee was well equipped with all the necessary tools and technological equipment needed in order to perform the task at hand, he was not prepared to put his own personal technological device aside in order to interact with the customer and provide a satisfactory service.... [tags: human resources, employee]
2879 words (8.2 pages)
- Return to Sender Technology is an assumed enhancement to the world of products and services that we encounter, but according to Livework, a service design company, to be truly successful, they should ‘address real-life issues, or offer convenience that makes sense to customers’ (Livework, 2016). My experience seemed to fall right in the middle of an advancement that solved a problem and yet created one. Fortunately, for this company, there are identifiable components to the service that can be remedied for a truly valuable customer experience.... [tags: Customer service, Service, Service system]
2254 words (6.4 pages)
- Importance of the Service Industry to the Economy At the time when the economy was developing apace and the significant change on economic structure was progressing, the importance of service industry in economic system has been increasing steadily so to become one of principal drivers for most countries economy development, e.g. In the United States, 78% of the GDP is attributed by service industry. Due to such kind of tendency, the interrelated studies of service bearing high research value were developed, which crown multiple subject areas.... [tags: Economics Economy Service Essays]
2227 words (6.4 pages)
- INTRODUCTION The Bible contains many stories of people having an encounter with angels. An encounter alludes to an unexpected meeting. The word “angel” is a transliteration from the Hebrew word “mal’ak” in the Old Testament (Strong’s H4397) and the Greek word “angelos” in the New Testament (Strong’s G32). Both words mean “messenger” and describes one who executes the plan and will of the person whom they serve. God created an innumerable quantity of angels. For it was in Him that all things were created, in heaven and on earth, things seen and things unseen, whether thrones, dominions, rulers, or authorities; all things were created and exist through Him [by His service, intervention] and... [tags: bible, stories, god]
1652 words (4.7 pages)
- ʺI had people in my life who didn 't give up on me: my mother, my aunt, my science teacher. I had one-on-one speech therapy. I had a nanny who spent all day playing turn-taking games with meʺ - Temple Grandin (Autism Speaks, 2014). As a parent with children on the Autism Spectrum, we will go to any length to help our children succeed. To reach this goal takes a team of specialists ranging from occupational therapists, special education teachers, and phycologists to create effective intervention plans to give them the best chance of success in life.... [tags: Cross-cultural communication, Communication]
1013 words (2.9 pages)
- If you have ever been to a restaurant for dinner, you played a part in a communitive service encounter. Nonverbal communication is essential for pleasant service encounters to take place and ensure the growth of popularity for a corporation. This assignment will look at four different points of nonverbal communication; kinesics, paralanguage, proxemics and physical appearance in that respective order. Further below, each of these will be explored in depth and explained why they are needed in the hospitality workplace.... [tags: Nonverbal communication, Proxemics, Paralanguage]
770 words (2.2 pages)
- Customer Participation in Service Delivery INTRODUCTION Service delivery is an interactive and dynamic process which involves participation between the service organization, the service provider and the customer. According to Lovelock and Young (1979), customer participation can raise organizational productivity and efficiency and improve service performance. The principle behind this notion is that customers can fulfill some of the employees current functions thereby reducing the service providers perceived workloads.... [tags: Papers]
2197 words (6.3 pages)