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

Service Encounter Journal and Analysis - Personal Statement Example

Comments (0) Cite this document
The specific service I sought was the replacement of a bulb in the headlamp of my vehicle. I called on the telephone before I came, and they said they could perform the change very quickly. I rate my satisfaction with the service with a 7, the highest mark, because they performed the service quickly and a reasonable cost…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER94.7% of users find it useful
Service Encounter Journal and Analysis
Read TextPreview

Extract of sample "Service Encounter Journal and Analysis"

Download file to see previous pages I stopped at this convenience store to buy fuel and get a newspaper. I was involved with an employee at the check-out register. My overall satisfaction is rated at 2, because the cashier was upset when I misspoke about how much money I had, so she had to cancel the transaction on her register. Although I apologized for causing her the extra work, she did not look appeased, and made a remark to her coworker about it as I left. I am definitely not going to purchase from them again (score of 1).
I visited this store to pick up a few groceries and had two interactions with employees: one directed me to the right part of the store to find cake mix, and the cashier rang up my purchase. My overall satisfaction is rated at 7, because the employee who directed me completely stopped what he was doing to talk, made eye contact, and appeared pleased to help. Also, the cashier let me use the special discount card they keep for customers who forgot theirs. They were professional and efficient, so I will definitely return (score of 7).
My object in visiting the bank was to purchase two savings bonds. The bank uses tellers to complete such transactions. My overall satisfaction is rated at 2, because the teller clearly did not want to conduct this lengthy business. I wrote down important information for her, but she copied it incorrectly into the computer, so it had to be changed. I only had time to buy one bond, and then had to leave because I was going to be late for another appointment. Perhaps I could have come in the middle of the morning when the bank was not so busy. The teller could have been more efficient and not shown her displeasure. Still, my accounts are there, so I rate my likelihood to return at 7.
Journal Entry: 5
Week: 5
Firm: Bill's Barber Shop
Type of Service: Personal care
My hair was getting long, so I visited the shop for a trim. Employee involvement came from the person who greeted me and the barber who cut my hair. My overall satisfaction is rated at 4. I received a good haircut at a good price, but it took a very long time. The barber should have kept working while he talked to me, but instead, liked to stop and make eye contact for every sentence! I could have asked the barber to work faster, or he could have sensed that I felt it was taking too long. My likelihood of returning is rated at 1. There are other shops in town.
Journal Entry: 6
Week: 6
Firm: Nationwide Insurance Co.
Type of Service: Auto and home insurance
It was time to make my car insurance payment, and I dealt with a representative who accepted my check and gave me a receipt. She also set me up for electronic fund transfers. My overall satisfaction is rated at 6, because she was quick, efficient, and courteous. There was nothing she or I could have done to make the transaction better. My likelihood of returning is rated 7. They have earned my business and loyalty.
Journal Entry: 7
Week: 7
Firm: US Postal Service
Type of Service: Package delivery
I had to ship a large package, and the ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Service Encounter Journal and Analysis Personal Statement”, n.d.)
Service Encounter Journal and Analysis Personal Statement. Retrieved from
(Service Encounter Journal and Analysis Personal Statement)
Service Encounter Journal and Analysis Personal Statement.
“Service Encounter Journal and Analysis Personal Statement”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Service Encounter Journal and Analysis

Service encounter journal and analysis

...?Service encounter journal and analysis Strategic marketing is the process of analyzing the way a company can achieve the satisfaction of its s and thus, enlarge its profits. Strategic planning is of huge significance to any organization and is fundamentally directed from the top management. It is governed by several principles that include but are not limited to understanding the requirements of customers, setting clear objectives and delivering value (Sekirin, 2011). In order to gain competitive advantage, it is imperative that a company determines the sources of its products’ demand and draw a clear competitive landscape whereby the customers want its products more than its competitors in the market. In order to achieve...
10 Pages(2500 words)Essay

Analysis of the Methods of 3 Research Papers about Child Abuse

Research ethics was maintained as the identity of the individuals participating was kept secret. As far as the validity of the study was concerned, the researchers attempted to use content validity in order to get an accurate response. The content validity focused on measuring off the ethnicities and gender percentages within the area and attempting to get a random sample of individuals via the phone. Their approach to random calling allowed for a significant random sample in the study. There were a few issues, however, with this type of approach. Those answering the phone sometimes were not always the desired individual, and not all of the desired people were surveyed. Different replacements did have to be used, and the attempt w...
6 Pages(1500 words)Literature review

Economic Analysis of India

The country’s economy is fast growing with a stable political system that encourages foreign investment although with certain restrictions. The country generally has good energy, transport and communication systems which make the cost of doing business affordably.

The Republic of India found South of Asia is by far the world’s most populous democracy and ranks seventh largest in terms of geographical area (Brown, 1994). India is also the second most highly populated country in the world. The country has a rich culture with four major religions having originally emerged from it; Sikhism, Buddhism, Hinduism, and Jainism. The Indian Republic consists of seven union territories and 28 states and ranks twelfth la...
8 Pages(2000 words)Case Study

Airbus A 380: SWOT and Porters Five Forces Analysis

In this section, I look at the strategic position of Airbus in the context of the parameters that have been laid out below. The aim is to provide a longer-term perspective to the development of the A 380 aircraft.

With the ongoing economic slowdown, Airbus can expect some of its customers to defer deliveries of aircraft that were ordered prior to the recession. Further, with the cost of fuel going up and expected to remain at higher levels, people’s inclination to travel might be dampened leading to further demand depression. Considering the fact that the Airbus A 380 is primarily a long haul aircraft that is suitable for trans-continental travel, the demand for these aircraft would be from the airlines that have...
6 Pages(1500 words)Case Study

Economic Analysis on BMW Cars in the US Car Industry

Mini and the 1-series rapidly grew at a much higher rate through 2008. Since the early days of the new millennium, BMW has been one of the first automakers to utilize flexible factories in which more than one vehicle model could be produced at the same time. This enabled the company to meet shifts in market demand more effectively than BMW’s competitors could. BMW challenges to retain its market position in the international market for luxury cars. Many automakers, such as Hyundai with its Genesis sedan or Nissan's Infiniti brand are increasingly successful in realizing higher margins earned on luxury vehicles. BMW is rated behind luxury brands such as Lexus, Porsche, Mercedes, and Infiniti for these reasons

1. Th...
7 Pages(1750 words)Case Study

Analysis of Educational Website

... the reason of launching the website while describing some of the other achievements, such as publishing and circulation of an interactive educational journal for teachers associated with junior and middle schools namely, “Smithsonian in Your Classroom” (SE, 2010). Analysis has pointed out that the institution is enjoying collaboration with state education authorities as well that shows the authenticity and integrity of the institution. In addition to introduction of its achievements, programs, and efforts, the ‘About Us’ page has mailing address of the institution along with basic details, such as phone numbers, fax, and email address that can be helpful for education seekers. Lastly, this page has introduced whole team of the website...
7 Pages(1750 words)Article

Analysis of Articles about Climate Change

...Climate change Can we imagine an Earth where there are no green mountains, no deep blue seas and no living creatures? No. But a disaster of such magnitude and dimension is looming over Earth. Humans have identified this threat, defined it and given it a name, global warming. This dangerous proposition is based on the truth that even a 5 % increase in the surface temperature on Earth can wipe out life from this beautiful planet. And the temperature is increasing as never before. It was in 1990s that the world began to hear serious warnings on global warming and climate change. The summary for policy makers prepared as part of the first assessment report by Inter-governmental Panel on Climate Change was the first ever in depth... change Can we ...
6 Pages(1500 words)Literature review

Analysis of Employement Law Cases

For instance, Section 82(1) of the Sex Discrimination Act 1975 provides statutory protection to workers who are working under a contract personally to execute any work or labor. It also covers self-employed people2.

Other statutes, such as the Working Time Regulations 19983 and the National Minimum Wages Act 19984, are appliable to workers, in addition to employees5. Hence, all these rights and protections are available to Fred, even if he were to be deemed a self-employed person.

Some of the more important rights bestowed upon employees by the employment law are the right to claim wrongful or unfair dismissal and payment for redundancy. Other legislation, such as the health and safety statute and the insolve...
7 Pages(1750 words)Case Study

Analysis of the Oil Industry

In 2001 alone, the US reported earning from the industry close to two hundred billion US dollars. According to a previous study, the middle east tops the list as the largest exporters of crude oil taking over sixty-six percent of the global production of oil. Europe is the least producers of oil taking only two percent of the market share (Green, 4).
According to the American Association of Petroleum Geologists, the major problem facing the industry is lack of workforce and the increase in demand for oil. The report indicated that by 2030, the world’s oil demand is expected to increase from one hundred and three to one hundred and thirty million barrels per day. Natural gas, on the other hand, will expectedly increase t...
7 Pages(1750 words)Coursework

How Do Customers Assess Service Quality of Retailing Websites

Given the emergent nature of online commerce, it is a tough task for retailers to develop a website that meets all expectations from consumers. This view is supported by a survey conducted by the UK’s largest e-consultancy Cap Gemini. The survey identified several key disadvantages for online shoppers. Some of these include “’ Availability’, ‘Can’t be in to receive delivery’, ‘Premium charged for delivery’, ‘Can’t see or feel the merchandise’, etc.” (Quader & Quader, 2008) These are not trivial complaints by any means and despite the e-retailing industry setting foot into its third decade in existence, there are no satisfactory solutions found for th...
6 Pages(1500 words)Literature review

CNN Inernal and External Analysis

There are quite a few news channels serving the American news-hungry people. When it is not reading the news, CNN offers critiques and insights into news items
Coming to brass tacks, CNN was the first US Cable Channel which offers 24 hours round the clock news. “It operates one of the top 24-hour news channels, reaching more than 100 million US homes. In addition to its flagship channel, the company offers HLN (formerly CNN Headline News), and it has an international division that keeps viewers informed in about 200 other countries.” (Cable news network Inc: Company description, 2010).

Perhaps one of the most conspicuous aspects of CNN is that it has an excellent contact network and reporters on the spo...
8 Pages(2000 words)Case Study
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 Personal Statement on topic Service Encounter Journal and Analysis for FREE!

Contact Us