StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...

The Service Encounter Diaries at IKEA - Essay Example

Cite this document
Summary
The paper "The Service Encounter Diaries at IKEA" notes that firms should hire individuals with relevant character traits. Ideas espoused by the company culture should be carefully measured against new hires. Thus, the potential of the firm to attract and retain customers is greatly augmented…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER94% of users find it useful
The Service Encounter Diaries at IKEA
Read Text Preview

Extract of sample "The Service Encounter Diaries at IKEA"

Download file to see previous pages

The experience was somewhat less rewarding than I expected due to the fact that I ended up waiting for assistance once in the loading area for nearly 20 minutes. During this time, I asked two of the employees to assist me in loading a piece of furniture; however, neither of them were able to help as they claimed to have other work they were currently doing. This struck me as very poor customer service for a would-be customer.4: I was disappointed in the overall experience due to the fact that it was a truly “do it yourself” store.

5: 2/7 very dissatisfied6: 2/7 not likely to recommend7: The store and the quality of customer service could have been improved in two ways. The first would be for the employees to offer their direct assistance regardless of the task they might have been on. The second would be for the employee to apologize that he/she cannot help and offer to find someone else. Encounter 2:1: Regional Post Office February 10th at around 9:00 AM 2: My expectations for this engagement were rather low. I had been shuffled through many a post office line before without even a nod or a glance by the worker who was serving customers.

3: While in line, I noticed that of the three employees at the front desk waiting on customers, only 2 of them were working. The other was quite obviously logged into her workstation but she was not taking customers. Although the other employees that were serving customers were polite and somewhat cheerful, the dour expression on the face of the non-working employee made one suspect that she was either just wasting time or taking a break in an inappropriate area. 4: My reaction was rather unsurprising.

I left the post office with the realization that the main reason people have a bad expectation of service does not have to do with the fact that there are not cheerful and hard-working people there, but the fact that one or two lazy, inefficient, or angry employees spoil the entire experience.5: 4/7 neutral feelings6: 4/7 neutral feelings

...Download file to see next pages Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“The Service Encounter Diaries Essay Example | Topics and Well Written Essays - 4750 words”, n.d.)
Retrieved de https://studentshare.org/marketing/1642405-the-service-encounter-diaries
(The Service Encounter Diaries Essay Example | Topics and Well Written Essays - 4750 Words)
https://studentshare.org/marketing/1642405-the-service-encounter-diaries.
“The Service Encounter Diaries Essay Example | Topics and Well Written Essays - 4750 Words”, n.d. https://studentshare.org/marketing/1642405-the-service-encounter-diaries.
  • Cited: 0 times

CHECK THESE SAMPLES OF The Service Encounter Diaries at IKEA

Problems and Risks with Information Security in the modern world

The researcher of the paper operates mainly based on research questions which can be stated as follows: What is the nature of information security?... What are the problems and risks that are encountered in information security?... How are the problems and risks being addressed?... .... ... ... The study intends to examine the nature of information security....
38 Pages (9500 words) Research Paper

Travel journals vs. travel blogs

This essay is about differences between travel journals and travel blogs.... Author studies history of travel journals and blogs, discusses distinctions between the form of representation and what makes them successful.... ... ... ... Travel journals have been used to highlight the nature of the travel....
13 Pages (3250 words) Essay

Fantasy Literature and Cultural Traditions

Same applies to fantasy stories like The Hobbit in which the reader also gets to encounter settings that people who are unimaginative would find to be totally unrealistic.... This research paper 'Fantasy Literature and Cultural Traditions' examines poems 'Beowulf', and 'The Odyssey' (both epic poems), and The Hobbit, a novel by Tolkien....
6 Pages (1500 words) Essay

Early Childhood Learning and Development

The Pen Green Centre for below 5s in Corby, a multidisciplinary service financed by... There are several provisions offered for early childhood learning and development.... Examples of these are state nursery schools and classes, reception classes, combined nursery centres, playgroups or pre-schools, and childminders....
8 Pages (2000 words) Essay

Service Encounter Jounals (Service Marketing)

In a spirited environment, effective infrastructure play a very important role in advertising strategy, moving new clientele through the.... ... ...
4 Pages (1000 words) Essay

Poetry, Fantasy Literature and Cultural Traditions

The same applies to fantasy stories like The Hobbit in which the reader also gets to encounter settings that people who are unimaginative would find to be totally unrealistic.... This essay "Poetry, Fantasy Literature, and Cultural Traditions" discuss literary works that are not complete in themselves without the societies that gave vent to them....
6 Pages (1500 words) Essay

Business Plan for a Start-up Food Truck Venture

The food is also affordable, making a subscription to the New York Food Truck Company a pocket- friendly encounter.... This plan has borrowed the operational structure and operating procedure from the business plan of Gordon Food service, a healthcare food service provider.... Gordon Food service inspection for compliance with state and federal law on hygiene controls the cost of food service, undertakes training on food services and food safety....
8 Pages (2000 words) Case Study

Using the Literature as a Research Method

Literature provides a summary or an overview of the major texts that deal with various topics of research in this case, a topic like female genital mutilation.... It provides a track of the emerging acknowledgement of the different difficulties encountered by scholars, the.... ... ... Literature review offers highlights, defines concepts, offers data on the extend and scale of the research conducted and makes recommendations of what needs to be done to make the research better and 31)....
5 Pages (1250 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.
Contact Us