Nobody downloaded yet

What is the service encounter and how is it managed in the hospitality industry - Essay Example

Comments (0) Cite this document
Summary
“A service encounter is defined as the period of time that a customer interacts with a service”.The description of a service encounter is wide and comprises of a customer’s contact with customer-contact staff, machinery, computerized systems, physical services, and any other service related components (Massad and Crowston, 2003)…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER96.6% of users find it useful
What is the service encounter and how is it managed in the hospitality industry
Read TextPreview

Extract of sample "What is the service encounter and how is it managed in the hospitality industry"

Download file to see previous pages “A service encounter is defined as the period of time that a customer interacts with a service”.The description of a service encounter is wide and comprises of a customer’s contact with customer-contact staff, machinery, computerized systems, physical services, and any other service related components (Massad and Crowston, 2003). Service encounter is a very crucial event for an organization while conducting a service oriented business. In its essence, it refers to any contact or interaction between the customer and the organization providing the service (Johnston and Clark, 2008). As previously mentioned, this interaction may be in various different forms. It could be a person to person interaction between a seller and the customer, a communication between the organization and the customer through an advertisement, or even the customer’s encounter with the actual product of the organization, that is, the service it is providing (Johnston and Clark, 2008).As previously mentioned, this interaction may be in various different forms. It could be a person to person interaction between a seller and the customer, a communication between the organization and the customer through an advertisement, or even the customer’s encounter with the actual product of the organization, that is, the service it is providing (Johnston and Clark, 2008...
An interesting fact regarding services is that it is a personal experience. That is, a person goes through the entire process of the service himself and has a much closer contact with the organization and its personnel as compared to a tangible product, in which case a person might never come in contact with the organization itself (Johnston and Clark, 2008). Moreover, the services have a more personal impression on the customers (for example a medical examination with the doctor, a haircut with the barber, a dress design session with the tailor, a wedding plan with the event manager, a birthday party at a restaurant etc.) and have a deeper impact on their lives as compared to the tangible products (like soaps, shampoos, clothes, shoes, and even cars, etc.) Therefore, the customers are more particular about choosing the service provider and once they are satisfied, they tend to stick to a particular service provider and hesitate to switch (Kotler, Bowen and Makens, 2005). Thus, if a series of service encounters, also called a service relationship, turns out to be a positive experience for the customer with a particular service provider, he becomes loyal to that organization and tends to stick (Johnston and Clark, 2008). Furthermore, the customer would talk about it happily with his peers and colleagues, that is, a positive word of mouth will be spread about the service being provided. Hence they become a service encounter themselves for potential new customers. This can work wonders for the reputation for the service provider since when it comes to services, most people refrain from experimenting and blindly follow referrals from close friends and family (Fitzsimmons and Fitzsimmons, 2006). Service Encounter and Hospitality ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“What is the service encounter and how is it managed in the hospitality Essay”, n.d.)
Retrieved from https://studentshare.org/management/1406303-what-is-the-service-encounter-and-how-is-it
(What Is the Service Encounter and How Is It Managed in the Hospitality Essay)
https://studentshare.org/management/1406303-what-is-the-service-encounter-and-how-is-it.
“What Is the Service Encounter and How Is It Managed in the Hospitality Essay”, n.d. https://studentshare.org/management/1406303-what-is-the-service-encounter-and-how-is-it.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF What is the service encounter and how is it managed in the hospitality industry

Service Encounter Journal

...of Encounter 25 March 2012 Service Industry Hospitality Industry Time of Encounter 19:30 What specific circumstances led to this encounter? I wanted to spend night with my friend. Describe the service encounter (e.g. what did the firm/employee say or do?) I enquired about the booking in Wrest Point Hotel and found out that there was sufficient room. However, when we reached the hotel premises the entire hotel was booked because of some wedding party. How would you rate your level of satisfaction with this encounter? Extremely dissatisfied Extremely...
8 Pages(2000 words)Essay

Service Encounter Jounals (Service Marketing)

...clientele offers clientele and employees to inform their stories. "So whether you are [a] discontented employee, or ex-employee, a client who has been slammed, crowded, [miss]-charged, spoken to rudely, unnoticed, or have received simple old awful service, you can inform your story and well place it here." (Sprint) This venting opening can depiction a corporation for its wrong doing, or on the other hand, it can cast a shadow of hesitation on an ethically run industry unjustly. Personal Experience of Encounters journal for Customer So what behaviors do bad clientele have, besides not paying and awful mouthing? There are clientele that do not have the where-with-all to uphold control when...
4 Pages(1000 words)Essay

Service Encounter Journal

... [Supervisor Service Encounter Journal Journal Entry: 01 of Firm: Google Type of Service (industry): Search Engine Price of Encounter: Nil Date of Encounter: 06/20/12 Time of Encounter Occurred: 9:11 Describe your encounter briefly so that someone who was not there would know what happened. I had to prepare my assignment regarding the service encounter and was curious to make my assignment better than rest. So, I decided to search on internet if any such material is available. I typed the title of my assignment and a huge number of web links were made available in seconds. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely... ...
2 Pages(500 words)Assignment

AIB service models encounter

...AIB Service Models Encounter The general assumption when setting up a business is that it will be able to operate indefinitely, unless stated otherwise. If any organization operates on this assumption, it should be able to remain relevant and competitive in the market set up (Stephen 2012, pp. 101). The organization should be able to identify and address its pertinent issues affecting its effective and efficient running. This paper briefly seeks to discuss some of issues of concern noted in the running of a hotel. It also suggests some means, as well as effective ways of addressing the issues. Obstacles that might arise and the timeframe required to implement the proposals are also discussed. After using three blueprints models... young...
2 Pages(500 words)Assignment

Service Encounter Analysis

...it is difficult to ever be fully satisfied, the level of attention and care that the employees of this particular H&M gave was such that there is little negative comments that this shopper could elaborate upon. Although there is always room for improvement, this particular experience was so pain-free and enjoyable that I can only wish that all customer service experiences were so thorough, well thought out, and expertly engaged with. How likely is it that you will return to this Service Provider? Extremely likely Identify and closely apply three (3) marketing models, theories, or concepts (or ‘parts of’ models, theories or concepts) that we have studied which are appropriate to this...
12 Pages(3000 words)Essay

The Managed Service Business

...effective, efficient and convenient if food services will be outsourced because all it takes is doing business with a catering company where the business requirements for food services are specified for the catering/outsourced company to provide. All they have to do is pay the outsource company and they will be freed from the inconvenience and complexity of sourcing raw materials, cooking them, presenting them, maintaining personnel and equipment among others. Basically, outsourcing the food service to a third party will allow the business to focus its energy, resources and expertise on its core business for it to become more competitive in the business it is engaged in. II. Describe...
2 Pages(500 words)Essay

The Service Encounter Diaries

...was both inexpensive and tasty so I can state that the experience was not a negative one. Because the front line employees exhibited such a low level of interest in their job, it was difficult for the customer to be interested in the café or the service they provided. 5. Ranking 4/7 in terms of overall satisfaction 6. 2/7 – unlikely to recommend the restaurant/café to a friend or loved ones based upon the price and tastiness of the food alone. 7. In order to improve on the restaurant, the manager absolutely must ensure that his/her first impressions team is up to the task of being friendly, cordial, and engaging with clients. Without this, the restaurant is not able to stand out; regardless of...
20 Pages(5000 words)Essay

The Service Encounter Diaries

... people there, but the fact that one or two lazy, inefficient, or angry employees spoils the entire experience. 5: 4/7 neutral feelings 6: 4/7 neutral feelings 7: The front line manager should ensure that those individuals who are tasked with greeting or interacting with customers must maintain a very high level of professionalism and a good work ethic. If they cannot meet these then they should be placed in another area, reassigned or terminated. Encounter 3: 1: Sky Satellite TV – February 22nd at approximately 9:30 AM. 2: My expectation prior to arriving at the Sky office was that they would be able to correct the error that was noted on my bill. 3: Upon approaching the desk and explaining the situation, the customer service... to a...
19 Pages(4750 words)Essay

Hospitality industry

...include indoor attractions and sporting activities. Advancement in transport Many forms of transportation are available for visitors who want to move from place to place. Similarly, the development of shipping has made it easy for visitors to travel along the beaches and see what it offers. However, the current charges should be revised by lowering the cost to motivate more people to travel. So far, the advancement in transport is worth recognizing in Bournemouth. How hotels and accommodation in Bournemouth meet the needs of visitors To achieve customer satisfaction is the most important thing in the hospitality industry. Giving them accommodation and warm reception is vital for their...
4 Pages(1000 words)Assignment

Hospitality industry

...Tourism Inbound tourism is the act of not - residents travelling in a different country that is not their usual home and staying there for less than 12 months. The activities include business, leisure and for other purposes. Outbound Tourism Outbound tourism is the activities that involve residents travelling to another country. 3.2 Describe the Purpose and Responsibilities of a tour operator, taking into account special markets General Role of a Tour Operator and how they contribute to the industry A tour operator is a person or a company that creates and markets inclusive tours with the sub-contractors to make a package. Most of the tour operators sell through travel agencies and directly to the...
4 Pages(1000 words)Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic What is the service encounter and how is it managed in the hospitality industry for FREE!

Contact Us