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Individual written assignmnet 4 - Assignment Example

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Analysis of the Service Encounter Service Encounter 1 Name of Service Provider (company, organisation institution): Manchester United Football Club Ticket Allocation Department Type of Service (Profit, not-for-profit, public service, routine, rare): Football (not-for-profit) Date, time, length, and precise location of Service Encounter: The date of the encounter was 22/12/2012…
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Individual written assignmnet 4

Download file to see previous pages... This prompted me to attend the game early to cofirm whether an arrangement could be done to enable me attend the match. Exactly what did you and the employee(s) say and do? I visited the Old Trafford ticket office near the stadium. They requested me to provide them with the serial number of my ticket or wait for someone for the real tickets to pass-by. They obtained a copy of my license and cross-checked my payment status over the internet. After confirming that all the information I provided was accurate, they let me enter the stadium and provided me with the fan-shirts and bands with a guarantee that non one is going to bother me over tickets issue. Describe and analyse the physical location, surroundings, decor, and general atmosphere of the outlet where the encounter took place: The employees were generally friendly, with constant assurance that the service that I was requesting will be granted so long as the information that I provided is accurate and genuine. The office is located inside the stadium, with the interior appearance designed to represent football mood. What could you and/or the employee(s) have done to increase the level of satisfaction? What improvements need to be made to this Service Encounter? The process should have been made more quickly and directly checking my details online, instead of first checking my licence. How likely is it that you will return to this Service Provider? Extremely Unlikely... ...Extremely Likely 1? 2? 3? 4? 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 Service Encounter: Application of marketing theory; the staff at the booking office engages weighty and collaborative decision-making process in finding the solution for the absence of the entry tickets for a pre-paid customer. The Maslow’s Hierarchy of needs is also applicable because the staff ensured that I got the services I required instead of making me go back and pick my ticket. How would you rate your level of satisfaction with this encounter? Select a number corresponding to your feelings for each section Terrible... ...Delighted 1 2 3 4 5 Surroundings X Decor X Interaction with Staff X Staff Knowledge X Overall X Service Encounter 2 Name of Service Provider (company, organisation institution): Crunchy British Grill Type of Service (Profit, not-for-profit, public service, routine, rare): Restaurant Date, time, length, and precise location of Service Encounter: October 10, 2005 at 7.00 PM Exactly what did you and the employee(s) say and do? Some friends and I decided to visit the restaurant for dinner since we were celebrating my cousin’s birthday. Crunchy British Grill was our favourite restaurant due to the famous dishes offered at a fair price. Its location is also favourable since our neighbourhood is close to Manchester where the restaurant is located. Situating the party in the restaurant enabled us to gauge the environment around the hotel with that of the Shaw green neighbourhood that lived since our childhood. Describe and analyse the physical location, surroundings, decor, and general atmosphere of the outlet where the encounter took place: We arrived at the restaurant at 6.00PM on October 10, 2005 and had to wait for two hours before being ...Download file to see next pagesRead More
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