Extended Service Encounter Reflective Journal Essay

Extended Service regain Reflective Journal - Essay ExampleThe term go encounter refers to the contact situation among service node and service firm when the service is being created (Se? Ler, 2009, p. 4), and as such is one of the nearly central and controversial concepts in the service marketing literature (Grillmair, 2008, p. 4). The service encounter is important because customer perception is created by their most vivid impression of the service that takes place during the service encounter. There atomic number 18 three types of service encounters episodic, consisting of a single occurrence producing a single revenue stream for the business, and a defined service duration extended, which consists of an episodic service encounter but allowing for triune service types and continuous, which consists of multiple occurrences with multiple revenue streams, with an undefined service duration, multiple episodic or extended service encounters, and a relational exchange focus (Hume & McColl-Kennedy, 1998). In this discussion, the aim is to create a diary of service encounters in the course of an extended service encounter. ... ement product requiring intimate participation of the customer in the process) (2) the pleasantness or unpleasantness which the customer felt for the duration of the service encounter and (3) the lasting impression derived by the customer from the encounter. season it is true that all of us react to service encounters, not all of us react in the same way because of differences in cultural backgrounds, psychological make-up, and personal circumstances that make each of us unique (Grillmair, 2008). Therefore for the purpose of this study, there will be no better subject than this writer, to thread the feelings and impressions garnered during the exercise. I shall provide a service encounter journal of an experience I myself had undertaken, describing actions, thoughts and feelings that shaped the service encounter. Thereafter, the journa l entries shall be analysed on a per-event basis, to break down the service encounter experience and after integrate them into a holistic account of what it takes for a customer to be satisfied. 2. The Service Provider years Hotel is a popular chain of hotels that has established a global presence. Noted for its affordable luxury and ambience of carefully cultured elegance, the hotel is pleasantly appointed, unpretentiously four-star, and makes one feel at home with a downhearted kind of comfort. This local subsidiary is a take-off from its parent company, Days Inn of America, but it has evolved into an establishment that embodies both(prenominal) the warm hospitality of the locality and the service quality for which the brand is known. The company slogan is We make your day. This is manifestly a witty use of the word day which comprises the hotels brand, while at the same clock conveying in a simple and straightforward manner