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 PAPER92.8% 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 - THEY ALSO FIT YOUR TOPIC
Service Encounter Journal
.... What would you recommend the employee/firm could have done to make you more satisfied with the encounter? Commonwealth Bank needs to develop customer loyalty through generating trust about the services of the company. The employees should treat the customers in a helpful way in order to develop good relationship. How likely is it that you will go back to this service firm? Extremely unlikely Extremely likely 1 2 3 4 5 6 7 Service Encounter Journal Entry 3 Name of Firm Wrest Point Tasmania Date of Encounter 25 March 2012 Service Industry Hospitality Industry Time...
8 Pages(2000 words)Essay
Hospitality Management and Employment Relations
...' and exploitation. Hospitality employees are different, providing more compelling evidence that trade unions face an even more daunting task in attempting to recruit members and organize workplaces. We need to develop our understanding of why managers and employees do not share commonly held assumptions of 'good' employment relations. We also need to determine how far the employment relationship, rather than the personal values of employees, affects the state of the psychological contract. - Customers, often interrelating with gender issues, are an important influence on the employment relationship. They are drawn into managerial control strategies in a number of ways including pay and reward...
8 Pages(2000 words)Essay
Service Encounter Jounals (Service Marketing)
...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 they are annoyed. They can become...
4 Pages(1000 words)Essay
Managing Hospitality Operations - Essay
...Introduction The quality of service is a major challenge as global economy has slowed down and there is possibility of recession in practically every economy. Small UK hotels face a barrier towards developing market orientation because they nurture a short-term view, contented with status quo, have an unclear view of the customer and a lack of competitive differentiation (Gray, Matear & Matheson, 2000). In the hospitality sector, competitive advantage and competitive success relies heavily on the service quality in this industry, which is the reason why service quality has become the focal point for progressive hospitality managers...
12 Pages(3000 words)Essay
Managing Global Hospitality
...Managing Global Hospitality Inserts His/Her Inserts Grade Inserts (04, April, Introduction Global hospitality industry is growing at a good pace. The increase in holiday trends is one of the reasons of the growth. People now try to visit to different tourist destinations in their leisure time. Globalization has also contributed towards this trend and people all over the world get to see more and more beautiful destinations on television and internet. But with growth hospitality industry globally is also encountering many issues like regulations, natural disasters, high cost of service and greater competition. This...
10 Pages(2500 words)Essay
The Principles of Delivering Remarkable Service in the Hospitality Industry
...it and its clients and customers. It is important to adopt positive attitude when dealing with customers because this is the key practice towards achieving remarkable service delivery in the hospitality industry. Therefore it can be argued that organizations in the hospitality industry need to embrace the culture of remarkable customer service delivery. Organizations need to empower itself to ensure that exceptional customer service delivery is made possible. Remarkable service delivery enhances the identification of customer needs and how to customize the service delivery...
20 Pages(5000 words)Essay
The Service Encounter Diaries
19 Pages(4750 words)Essay
Service Encounter Journal
2 Pages(500 words)Assignment
The Service Encounter Diaries
20 Pages(5000 words)Essay
AIB service models encounter
2 Pages(500 words)Assignment
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!
logo footer
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • StudentShare App Store
  • StudentShare Google play
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • Miscellaneous
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us