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Service Excellence during the Service Encounter Process in 3 famous Hotels - Coursework Example

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The author of this coursework "Service Excellence during the Service Encounter Process in 3 famous Hotels" demonstrates service encounters in the case of  John Lewis, Jacobite experience Loch Ness and Citizen M hotel. …
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Download file to see previous pages The three organizations are then evaluated to outline specific activities that are examples of excellent service management.
Service refers to the interactions that occur between customers and service providers. These service providers are usually employees of organizations that provide services as their main focus of business (Patti, 2008). Services are usually different from products in several aspects. This makes their management different compared to product selling management. One aspect that makes the management of services different is that they are produced and consumed simultaneously, in the presence of customers. The presence of consumers of services during their production requires perfection since unlike products; there is no time for testing their effectiveness. Service encounters refer to the points of interaction when service providers are delivering services to customers. The effectiveness of service delivery in satisfying customers results from excellent service management. Excellent service refers to the activities that lead to customers having the best experiences beyond their expectations. Successful management of these activities to ensure their continuity is referred to as excellent service management. This report will examine these activities in three organizations (John Lewis, Jacobite experience Loch Ness, and Citizen M Hotel) and evaluate how they qualify to be excellent service management.
For a service encounter to be termed excellent, it must be viewed as a package and not as fragmented components (Smith, 2004). Viewing as a package will enable the service providers to take a holistic approach, ensuring that all aspects of service delivery that makes a good customer experience are enhanced. All the components of a service package must be uniform in the image they portray to the customers. Customers always derive experience from the overall success of all the components. ...Download file to see next pages Read More
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