AUA Service Encounter Journal

Description

OBJECTIVE

To become more aware of critical aspects of the service encounter from a customeràperspective. This is accomplished on a “public” forum (e.g., the discussion board) to also allow students to examine how others perceive and rate service they’ve received.

DIRECTIONS
We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. You are to keep a ¯urnal/f service encounter experiences. The purpose is to make you more aware of your and other students’ sources of customer satisfaction and dissatisfaction with services.

REQUIREMENTS
You are to complete a post describing a recent service encounter (i.e., those occurring during this semester). The questions to be answered and included below. DO NOT INCLUDE ANY EMPLOYEE NAMES IN YOUR RESPONSES but be sure to otherwise completely and thoroughly answer the questions. It is recommended to write and save your responses on a separate document then paste them into your post below.

Throughout the semester you are expected to record an assortment of types of encounters from a wide variety of service industries (i.e., do not do all restaurants); about half of the journal entries should describe satisfying encounters and the other half very dissatisfying ones. The best way to complete your journal is to answer the questions immediately following a particular incident. If you try to do your entries from memory, the quality of the entries will suffer. Your inclusion of the important details of the service encounter will help you in writing your Service Encounter Paper at the end of the semester.

JOURNAL ENTRY QUESTIONS (Be sure to answer all 10 prompts)

Date and Time of Encounter:
Name of Firm:
Type of Service (industry):
What specific circumstances led to this encounter?
What exactly did the firm/employee say or do?
From 1 to 7, how would you rate your level of satisfaction with this encounter? (1: Extremely dissatisfied, 7: Extremely satisfied)
What exactly made you feel this way?
What could the employee/firm have done to make you happier with this encounter?
From 1 to 7, how likely would you revisit this service firm? (1: Extremely unlikely, 7: Extremely likely)
Why?

Explanation & Answer:

10 questions

User generated content is uploaded by users for the purposes of learning and should be used following Studypool’s honor code & terms of service.



^{Have a similar assignment? "Place an order for your assignment and have exceptional work written by our team of experts, guaranteeing you A results."}

Our Service Charter

1. Professional & Expert Writers: Eminence Papers only hires the best. Our writers are specially selected and recruited, after which they undergo further training to perfect their skills for specialization purposes. Moreover, our writers are holders of masters and Ph.D. degrees. They have impressive academic records, besides being native English speakers.

2. Top Quality Papers: Our customers are always guaranteed of papers that exceed their expectations. All our writers have +5 years of experience. This implies that all papers are written by individuals who are experts in their fields. In addition, the quality team reviews all the papers before sending them to the customers.

3. Plagiarism-Free Papers: All papers provided by Eminence Papers are written from scratch. Appropriate referencing and citation of key information are followed. Plagiarism checkers are used by the Quality assurance team and our editors just to double-check that there are no instances of plagiarism.

4. Timely Delivery: Time wasted is equivalent to a failed dedication and commitment. Eminence Papers are known for the timely delivery of any pending customer orders. Customers are well informed of the progress of their papers to ensure they keep track of what the writer is providing before the final draft is sent for grading.

5. Affordable Prices: Our prices are fairly structured to fit in all groups. Any customer willing to place their assignments with us can do so at very affordable prices. In addition, our customers enjoy regular discounts and bonuses.

6. 24/7 Customer Support: At Eminence Papers, we have put in place a team of experts who answer all customer inquiries promptly. The best part is the ever-availability of the team. Customers can make inquiries anytime.