Report Of Service Encounter

Report Of Service Encounter

Service Encounter Diary and Report

Table of Content

1. Introduction 2
1.1 Purpose 2
1.2 Limitation 2
1.3 Methodology 2
2. Service encounter diary 3
2.1 Oriental Tea House 3
2.2 Commonwealth Bank 4
2.3 Hoyts Cinema 4
2.4 Hoyts Cinema 5
2.5 Sunshine restaurant 5
2.6 Three dealer 6
3. Analysis & Report 8
3.1 Oriental Tea House 8
3.2 Commonwealth Bank 9
3.3 Hoyts Cinema 9
3.4 Three dealer 10
4. Conclusion 12
5. Reference list 13
Appendix 15

1. Introduction
1.1 Purpose
This report presents the service encounter diary with six entries which records the service experience in different service industries. Then this paper analysis some of the experiences by linking back to the theoretical statement in service marketing. The paper also indicates the critical factors for successful service organizations. Then it discusses the causes of dissatisfied service experiences by analyzing the underlying aspects. Finally the paper provides the suggestions to the service firms in enhancing the service quality.
1.2 Limitation
Since the word restriction, this paper is not able to analyze and discuss all the cases within service encounter diary. The representative examples are selected which including both the satisfied service experience and dissatisfied service experience.
1.3 Methodology
The report uses a large number of secondary data to support the discussion which includes the journal articles, websites, statistical report and official government statistics and so on.

2. Service encounter diary
2.1 Oriental Tea House
Date & Time | 5pm, 10th Jan, 2011 |
Particular service and price | $30 per person for the food |
Location of encounter | Oriental Tea House at Chapel Street |
Description of nature of encounters and general description:   a. Intention of purchase & consideration of alternatives:I went to Chapel Street for shopping with my friend. It was dinning time so we decided to go to a restaurant for...