...Assignment 2 – Service Encounters GSBS 6015 20/03/16 Salam Abbas - C3261695 Lauren Romano - C3246958 Asma Suhail - C3238999 Executive Summary This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfaction and disappointment highlighted in the report are assessed in accordance with the three additional elements of the services marketing mix established by Boom and Bitner (cited in Bitner, 1990). These elements include: physical evidence, people and process elements of service mechanisms (Bitner, 1990). Results from the customer reviews analysed found that 96% of reviewers on Expedia would recommend the hotel to others, whereas 91% of TripAdvisor reviewers gave it an above average rating. The main positively perceived factor by customers was the location of the hotel. However, many key service failures and complications have been noted across the areas of hygiene, comfort, convenience and customer service. The report determines that the overall potential of the company in its current services performance position is positive. Although the negative feedback accounts for only 3-4% of all TripAdvisor and Expedia reviews, the identified areas of weakness necessitate further investigation...
Words: 2193 - Pages: 9
...GROUP ASSIGNMENT MK 326 Use SERVPERF to assess quality of service of any service organization of your choice. FORMAT Table of contents Abstracts Introduction Literature review Methodology Findings Conclusion and recommendations References Appendices INSTRUCTIONS 1. Select an organization of your choice 2. Administer at least 60 tailored SERVPERF questionnaires to its customers 3. Enter the collected data into SPSS 4. Analyse the data 5. Write a brief report 6. Groups should be having between 8-10 members. 7. Submission date: 8TH May 2013 (Please observe submission date) More Instructions 1. Use APA referencing 2. Length 8-15 pages (including references and appendices) 3. Font type: Times New Roman 4. Line Spacing =1 5. Margins =1 inch all four sides 6. Font Size=12 7. Pages= Top Centre Individual Assignment (Service Journal Entry Form) Use marketing of services concepts already learned in class to share your personal service encounter experiences. SERVICE JOURNAL ENTRY FORM Service Encounter Diary No__________ Your Name: ___________________________ Type of Service (Industry) ________________ Name of Firm ________________________________________________________________ Date of encounter: _____________________Time of the Encounter: ____________________ 1. What specific circumstances led to this encounter? ____________________________________________________________________________ ____________________________________________________________________________ __________________...
Words: 522 - Pages: 3
... Introduction Pg2 Part I Pg 2 Service encounters, service relationship and level of customer contact. The framework of evaluation of services encounter Part II Pg4 Customer expectations and customer emotions in the services encounters Customer Satisfaction and Service Quality The rate of service quality, Service failure and service recovery Part III Pg5 Recommendation: Service gaps model 8 Conclusion. Part IV Pg6 Reference List. Appendices INTRODUCTION. The purpose of this report is to critically and thoroughly evaluate five (5) service encounters from five (5) different industries. This evaluation will largely be in term of the service quality marketing theory. It consist of the relationship between service quality and customer satisfaction, then finding the gap and reasons for the pointed gaps, and why customer expectations and emotions are vital to service provider and finally the recommendation for further improvements in customer satisfaction maximization. Part I. Customer satisfaction is the utility a customer derive from consumption of a given service. Nevertheless (Giese and Cote) customer satisfaction covers three (3) vital elements which are (1) Summary affective responsive that varies in intensity. (2) Satisfaction focus around product/service choice, purchase and consumption and (3) Time of determination which...
Words: 1499 - Pages: 6
...Task-Relationship-Self: A Framework for Understanding Service Encounter Behaviors Graham L. Bradley and Beverley A. Sparks Griffith University Dieter Zapf Goethe University Janet R. McColl-Kennedy and Nerina L. Jimmieson The University of Queensland ABSTRACT Research conducted over past decades has investigated selected service encounter behaviors from either a customer or service provider perspective. However, a comprehensive, dual-perspective framework is lacking. Such a framework is needed to organize knowledge of these behaviors, and thereby provide structure, clarity, and parsimony to the field. This paper describes a three-tier framework of service encounter behavior that was developed by applying grounded theory principles to interviews with customers, service employees, and other stakeholders. These informants described many ways in which they behave when executing service exchanges, dealing with service difficulties, and managing themselves in the process. Using an iterative inductive approach, a conceptual framework was developed in which specific (Tier 1) behaviors were placed within broader (Tier 2) categories, and these lower classification levels were, in turn, interpreted within a conceptual space defined by the (Tier 3) dimensions of task, relationship, and self. This framework was then elaborated and refined by reference to the psychology and marketing literature, a set of 157 audio-recorded service interactions, and an expert panel study. The paper...
Words: 12566 - Pages: 51
...International Journal of Hospitality Management 35 (2013) 225–236 Contents lists available at ScienceDirect International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts Catherine Prentice a,∗ , Po-Ju Chen b , Brian King c a b c Faculty of Business and Enterprise, Swinburne University, Melbourne, Victoria, Australia Rosen College of Hospitality Management, University of Central Florida, Florida, FL, USA SHTM, Hong Kong Polytechnic University, Hong Kong, Hong Kong a r t i c l e i n f o Keywords: Burnout Occupational commitment Emotional intelligence Emotional labour Organizational citizenship behaviour Task performance Moderation a b s t r a c t This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional...
Words: 6122 - Pages: 25
...Table of content: 1. Abstract………………………………………………………………………….. 3 2. About the Hospital………………………………………………………………. 4 3. Patient Satisfaction……………………………………………………………… 10 4. Need and objective of the study………………………………………………… 12 5. Review of literature……………………………………………………………... 13 6. Research Methodology………………………………………………………….. 17 7. Data Analysis……………………………………………………………………. 19 8. Problems Observed and Recommendations……………………………………... 24 9. Conclusion………………………………………………………………………. 25 10. References……………………………………………………………………… 26 11. Questionnaire…………………………………………………………………... 28 Chapter 1 Abstract This project reports on the development and psychometric properties of the patients receiving health care service. The instrument used contains 18 items tapping each of the seven dimensions of satisfaction with medical care like general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctor, and accessibility and convenience. Chapter 2 Seven Hills Healthcare Private Limited About Seven Hills Group has over two decades of experience in the healthcare sector, providing quality healthcare and valuable expertise, supported by a team of compassionate and dedicated medical professionals offering state of the art in-patient and out-patient facilities, focusing on the comfort and safety of our patients and their loved ones. Seven Hills Group currently...
Words: 4019 - Pages: 17
...Journal of Marketing Service behaviors that lead to satisfied customers Kathryn Frazer Winsted Article information: To cite this document: Kathryn Frazer Winsted, (2000),"Service behaviors that lead to satisfied customers", European Journal of Marketing, Vol. 34 Iss 3/4 pp. 399 - 417 Permanent link to this document: http://dx.doi.org/10.1108/03090560010311920 Downloaded on: 16 September 2014, At: 19:29 (PT) References: this document contains references to 72 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 5472 times since 2006* Downloaded by UNIVERSITI MALAYSIA TERENGGANU At 19:29 16 September 2014 (PT) Users who downloaded this article also downloaded: Kathryn Frazer Winsted, (2000),"Patient satisfaction with medical encounters – a cross#cultural perspective", International Journal of Service Industry Management, Vol. 11 Iss 5 pp. 399-421 Göran Svensson, (2006),"New aspects of research into service encounters and service quality", International Journal of Service Industry Management, Vol. 17 Iss 3 pp. 245-257 Göran Svensson, (2006),"The interactive interface of service quality: A conceptual framework", European Business Review, Vol. 18 Iss 3 pp. 243-257 Access to this document was granted through an Emerald subscription provided by 460805 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how...
Words: 11616 - Pages: 47
...EVALUATE AND REPORT CUSTOMER SERVICE Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability to interact effectively with customers may be the critical difference between success and failure in our work life. Effective customer service begins with an accurate perception of our own work behavioural style. This report was designed to quantify information on how you see your own behaviour in the workplace. That information may then be used for you to learn how others perceive your behaviour. This knowledge will assist you in formulating strategies in meeting customer needs. Based on CoffeeVille customer service survey which is completed at the of financial year 2014, the results were unimpressive by the standards of CoffeeVille. Based on the survey, there was 30% of the customer that reports that CoffeeVille did not meet the expectations of the customer in terms or services. In additional to that, there is 20% of the customer rate that CoffeeVille has poor customer service in meeting their expectations and 17% rates their customer service at a very poor scale. This figure...
Words: 1202 - Pages: 5
... Stopping Invidious comparison As we know, comparing one person with others according to their class, race, sex or religion is invidious comparison. It can have negative effect on both the people involved in this act. So, how can we stop this? The foremost thing to do is to understand the fact that everyone is different and accept it. There are always smart, strong and eye-catching people covering the others who are not healthy, rich, less attractive, less able or obese. We should look at people’s strengths rather than their weaknesses. No one is perfect. Comparing yourself with others diverts your own path or even stops it. Rather, you should be looking at your goals and achievements and try to help yourself in getting in a better position. Strategies to avoid vicarious traumatization As human service providers, we always encounter people who suffer and struggle with different problems. Some of the people’s conditions worse than others. When you care about certain people and their problems and feel you could do something, you get caught in vicarious trauma. This is mainly caused by several factors: • Encounter with trauma stories, • Urge of changing or solving someone’s problematic condition, • Absence of signs of progress in a service worker’s client, • Overly identifying with trauma survivors, • The thought of being capable of solving a survivor’s problems. With time, this can affect your psychological...
Words: 761 - Pages: 4
...Revised 5/4/11 lab 2 | P a g e TABLE OF CONTENTS GENERAL INFORMATION ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 4 RECOMMENDED TEXTS/RESOURCES ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 5 DIDACTIC EXPERIENCE ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 6 IMPORTANT LOCATIONS ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 7 OBSTETRICAL SERVICE: FLORIDA HOSPITAL AND WINNIE PALMER HOSPITAL ‐‐‐‐‐‐‐‐‐‐‐‐ 8 GYNECOLOGIC AND GYNECOLOGIC ONCOLOGY SERVICES: FLORIDA HOSPITAL AND WINNIE PALMER HOSPITAL ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 11 COMMUNITY WEEK AND SPECIALTY CLINICS‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐14 TIPS FOR A SUCCESSFUL OB/GYN ROTATION ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 15 LOGGING PATIENT ENCOUNTERS (THE PATIENT PASSPORT) ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 16 CLERKSHIP ATTENDANCE POLICY ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 19 CLERKSHIP OBJECTIVES ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 20 THE CASE PRESENTATION ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 22 ETHICS CASE WRITE‐UPGRADING POLICY ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ 23 GRADING POLICY ‐‐‐‐‐‐‐‐‐‐‐‐‐...
Words: 8194 - Pages: 33
...322 Marketing of Services Year 3 Year: 2012/2013 Course Director: Dr. Sheila Malone Contents 1. Introduction.................................................................................... 3 2. Course Objectives ........................................................................... 4 2.1 Learning Outcomes ......................................................................... 4 3. Recommended Reading ................................................................... 4 4. Assessments................................................................................... 5 5. Lecture and Workshop Activities ...................................................... 7 5.1 Workshop Timetable........................................................................ 8 5.2 Lecture Programme......................................................................... 8 2 1. Introduction Welcome to the Marketing of Services module 2012-2013. This is a 15 credit point module. The overall aim of this course is to develop an appreciation and understanding of Services Marketing from a theoretical point of view as well as business and management context. This will be achieved by exploring the key theoretical foundations for services marketing, including the models and frameworks associated with the marketing of services and examining how these are employed by managers in service based companies. The course is divided into four themes: a) The DNA of Services, 2) An Experiential...
Words: 2770 - Pages: 12
...Case 05-2: Adoption of Wireless Network Technologies .The number of wireless networks is increasing both in homes and organizations. Surf the Web to locate a service industry in which the use of wireless networks is growing by leaps and bounds. Provide some background information about this particular service industry's adaptation of wireless network technology. Explain some user needs and demands of the network's capabilities, and also offer some examples of the wireless technologies and devices that are in use. Mention any potential threats to the wireless network structure in this industry. Case 06-1: The Future of the Internet .This chapter introduced the history, structure, characteristics, and workings of the Internet. Do some research to obtain information about the efforts that are being made to make the Internet a more powerful and secure system. Write a paper describing these efforts and the parties involved in making this a reality. Case 07-1: The Future of Online Shopping .Use credible sources on the Internet or at your local library to gauge the future of online shopping. Write a summary of your findings and offer reasons for either the expected growth or decline of this Web activity. Do you personally agree with the findings of your research? Why or why not? Conclude by discussing your online shopping experiences and providing examples of items you have purchased online within the past year. Case 08-2: Preventing the Piracy of Multimedia Files .Audio, graphics...
Words: 670 - Pages: 3
...SELECTED RESTAURANTS IN EASTWOOD CITY” was prepared and submitted to the College of Hotel and Restaurant Management. PROF. LOUIE REYES Adviser Approved by the members of panel on October 2014. With a grade of ____ ________________________________________ Chairman _______________ _______________ _______________ Member Member Member Accepted in partial fulfillment of Bachelor of Science in Hospitality and Restaurant Management PROF. KATHERINE GUEVARRA Program Chair, SHTM Chapter 1 Introduction 1.1 Background and its problem Among all the business topics that could be written about, the best choice would be the customer service. Customer service initiatives should be grounded in integrity and reality. One aspect of which would be the fact that customers are not always right. It undermines one’s credibility to contend that they are....
Words: 13057 - Pages: 53
...The sad reality of software quality assurance The unfortunate reality of the software development industry is that testing is often neglected because development companies are under a tremendous amount of pressure to deliver their projects faster and faster. Furthermore, software programming is a complex endeavor and it is very difficult to know ahead of time exactly how much time will be needed to develop a particular project. What usually ends up happening is that programmers work until the very last minute available and software quality assurance goes out the window. When you do not properly test the software projects you are developing, they are likely to contain issues, known in the industry as "bugs", and these bugs can have a negative impact on your user’s experience, and consequently their trust in your brand. What is proper software quality assurance methodology? In a perfect world, software...
Words: 616 - Pages: 3
...How May I Help You Amanda Post Grand Canyon University: ENT 435 December 20, 2013 How May I Help You The restaurant and food service industry is a very unique commerce that encompasses the likes of many different trades into one situation. Within the restaurant business there are managerial trades, culinary trades, service trades, financial trades, as well as many other micro-trades. Each of these stated vocations work together to provide an enjoyable and quality experience for the consumers who patronize the establishment. Post 79 is an established restaurant that strives to provide a superior experience to its patrons. There are many areas in which Post 79 can improve the customers’ encounter through innovative changes. One of these innovations that could enhance the consumers’ encounter is introducing technology at the tables through the placement of tablet devices in which the consumer can choose to interact with their servers, view the food and drink options, leave feedback, pay for their meals, as well as use it to listen to music or surf the web. Opportunity In America today people have become preoccupied with technology and all that it can do for an individual. Apple’s quarterly revenue rose 26% and rang in at $37.5 billion in September 2013 (Apple Press Info, 2013). IBM, which is a technology giant that provides software to businesses across the globe, has shown nearly an 11% earnings growth in 2013 (NASDAQ, 2013). Although not everyone may desire to incorporate...
Words: 1940 - Pages: 8
