Online Encounter vs. Physical Encounter
...Emily Miles Marketing 505 March 6, 2012 Exam #1 In the following paragraphs I will attempt to show how the attributes of an online encounter do indeed match those of a service product, even if machine and not person produced. Over the past decade, online encounters have shown to be more effective, less costly and provide faster service from both a consumer perspective and also a provider perspective. However, online encounters also have some of the same management issues that have always been and most likely will always be. Looking at both processes, we can determine improvements and also similarities. First, let’s examine the method of how services provided have changed over the years. Many years ago, when a person needed a product or service, they went to the store or the business office that provided that service. A meeting with a company spokesman was made and discussions were centered on what was needed and what price would be charged. After both parties were in agreement, some money and contracts may or may not have been exchanged. The main issues are that an agreement was made for some service to be performed at a future date. After the services were complete, the payments or the balance of the payments were also completed. Looking at the total transaction, let’s review the process. The consumer had to travel to the business, meet with the provider and explain what was needed. This takes time, energy, fuel and hours out of the consumer’s day. Planning......
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Service Marketing Encounter
...Abstracts: Tourism Development Journal, Vol. 8. Issue 1, September 2010 Status of MICE Venues and Services in National Capital Region – A Study of Service Providers Opinion Manjual Chaudhary and Surjeet Kumar Abstract Meeting, Incentive, Conference, Exhibitions (MICE) is a niche business for the specialized clientele and services it offers. Globally it is growing at fast rate and India too is following at 15% to 20 % annual growth. Promotion of a destination; a city, hotel or resort as a MICE venue requires infrastructural facilities backed by support services. Infrastructural facilities involve connectivity, water supply, power, telecommunications etc. at macro level and at micro level facilities such as technical services, display, manpower, computer & audiovisual etc . The facilities at the macro level are provided by the government, when it identifies a city as MICE destination. Government of India (2007) plans to develop golden triangle cities of Delhi, Agra & Jaipur as MICE destinations. Further micro level facilities are created by hotels, travel agents, airlines, event management companies, convention centres, transport companies etc. This paper attempts to assess MICE venues and services of NCR region through a survey of hotels, travel agents, event management companies, conference venues and airlines as these are the prime players in the organization of MICE events. Key Words: Business Tourism, MICE, Event Management. ---------------------------------- Congress......
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...GROUP ASSIGNMENT MK 326 Use SERVPERF to assess quality of service of any service organization of your choice. FORMAT Table of contents Abstracts Introduction Literature review Methodology Findings Conclusion and recommendations References Appendices INSTRUCTIONS 1. Select an organization of your choice 2. Administer at least 60 tailored SERVPERF questionnaires to its customers 3. Enter the collected data into SPSS 4. Analyse the data 5. Write a brief report 6. Groups should be having between 8-10 members. 7. Submission date: 8TH May 2013 (Please observe submission date) More Instructions 1. Use APA referencing 2. Length 8-15 pages (including references and appendices) 3. Font type: Times New Roman 4. Line Spacing =1 5. Margins =1 inch all four sides 6. Font Size=12 7. Pages= Top Centre Individual Assignment (Service Journal Entry Form) Use marketing of services concepts already learned in class to share your personal service encounter experiences. SERVICE JOURNAL ENTRY FORM Service Encounter Diary No__________ Your Name: ___________________________ Type of Service (Industry) ________________ Name of Firm ________________________________________________________________ Date of encounter: _____________________Time of the Encounter: ____________________ 1. What specific circumstances led to this encounter? ____________________________________________________________________________ ____________________________________________________________________________ __________________...
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S&P Issues Positive Report on Malta's Financial Services Sector
...S&P issues positive report on Malta’s financial services sector On 26 April, 2013, Standard & Poor's Ratings Services, like Fitch Ratings a week before it, has praised the credit quality of the Maltese banking sector and cautioned against comparisons between Malta’s banking system and that of Cyprus. In a report entitled: “Small Countries, Big Banking Systems: How Malta And Luxembourg Differ From Cyprus”, S&P said that the combination of factors behind Cyprus' difficulties is not currently likely to be replicated elsewhere in Europe. The Crisis in Cyprus On one hand, the exposure of Cypriot banks to Greece and Greek customers became too large for the government to maintain. Also, non-resident deposit financing of domestic banks was disproportionately supporting other economic sectors, mainly business services and real estate. Together with financial services, these sectors accounted for around half the country's GDP and a substantial part of the country's exports, catering to Russian and CIS-based clients. Further complicating the picture, the distinction in Cyprus between resident and nonresident has always been blurred. However, Cyprus' banking and business services sectors had both long been major employers, with intricate links to the tourism industry. S&P reported that no other economy in Europe matches Cyprus' profile of constrained fiscal flexibility together with a financially concentrated economy. Only Ireland comes close in terms of the scale of......
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...Suré Barnard An encounter can be described as either 'an unexpected or casual meeting' or 'a confrontation or unpleasant clash between hostile factions or persons' or it could be both. It is impossible for a story to unfold without an encounter happening in some way or another, even if it is simply the chance meeting of two people, never mind the deeper connection that will occur. At the beginning of his book, David Medalie states that "every story presents an 'encounter' [...] some are interpersonal, some socio-political [and] some ideological" (1997: x-xi). This essay will look at the 'encounters' that can be seen in Kwashiorkor and The Barren Woman. Kwashiorkor (2009: 31-43), written by Can Themba, is the story of a baby who has a very serious disease due to a lack of nutrition, which is brought about by the harsh circumstances of her upbringing and a lack of money to buy the necessary foods required by a child. The most important encounter that can be found in the story is when Dave, a journalist and the narrator of the story, meets the child for the first time. In this encounter, the kwashiorkor baby is an encounter with the extreme reality of suffering. It forces Dave to realise that the detachment that he and his sister, Eileen, usually live with does not make the problem go away. The disease is also a symbolic representation of South Africa at the time and the suffering that was going on daily to which people merely turned a blind eye. Dave also comes to this......
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Negative Service Encounter Report
...you a report about the bad customer service experience I had at your esteemed restaurant during my recent visit. The report is entitled “Conclusion and Reflection of Negative Service Encounter” The report provides a brief explanation of the service delivery system of BBQ Tonight and the negative service encounter. The content of the report specifically concentrates on the analysis of customer’s expectations and perceptions regarding service offerings of BBQ Tonight. At the end we have suggested recommendations on how BBQ Tonight can improve their customer services to avoid the further occurrence of such incidents. After carefully investigation, we have come to know that the lack of quality maintenance by kitchen staff resulted in serving un-hygienic dish from which an insect was found and put a question on performance of the quality control management team. In reading this report, you will gain valuable insight regarding measuring customer’s expectations and perceptions using various service models like Expectancy disconfirmation model, SERQUAL Model to identify the possible service gaps which led to a bad customer experience. I hope that the recommendations in this report will provide you with a beneficial strategy by which BBQ Tonight will get a competitive advantage and will leap far ahead in the restaurant industry. I hope that my bad experience will turn out to be a learning opportunity for the management team of the restaurant. I truly believe that this report will......
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Internship Report on Ucb Service Marketing
...BRAC Business School Internship Report On “Analysis of United CommercialBank‟s (UCB) Service Marketing” 1 Internship Report On “Analysis of United Commercial Bank’s (UCB) Service Marketing” Submitted to: Anahita Ahmed Lecturer BRAC Business School BRAC University Submitted by: Nazdia Sarwar ID- 07104094 Date of Submission :25th September, 2011 2 September25 ,2011 To Anahita Ahmed Lecturer BRAC Business School BRAC University Subject: Submission of Internship Report Dear Madam, It gives me enormous pleasure to submit the internship report on Analysis of United Commercial Bank’s (UCB) Service Marketing as per the supervisor instruction. I expect this report to be informative as well as comprehensive. Working in United Commercial Bank was an inspiring experience for me. I feel the immense knowledge and experience will facilitate me a lot in my future career life. With my limited knowledge, I have tried my level best to prepare the report worthwhile. Your acceptance and appreciation would surely inspire me. For any further explanations about the report, I will be gladly available to clarify the ins and outs. Sincerely Yours, ---------------------Nazdia Sarwar ID – 07104094 3 ACKNOWLEDGEMENT I have completed my internship in U nitedC ommercialBank atUttara Branch from April 24th to July 30th. My internship report won‟t be possible without contribution of few people. At first I desire to express our deepest sense of......
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Evaluate and Report Customer Service
...EVALUATE AND REPORT CUSTOMER SERVICE Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability to interact effectively with customers may be the critical difference between success and failure in our work life. Effective customer service begins with an accurate perception of our own work behavioural style. This report was designed to quantify information on how you see your own behaviour in the workplace. That information may then be used for you to learn how others perceive your behaviour. This knowledge will assist you in formulating strategies in meeting customer needs. Based on CoffeeVille customer service survey which is completed at the of financial year 2014, the results were unimpressive by the standards of CoffeeVille. Based on the survey, there was 30% of the customer that reports that CoffeeVille did not meet the expectations of the customer in terms or services. In additional to that, there is 20% of the customer rate that CoffeeVille has poor customer service in meeting their expectations and 17% rates their customer service at a very poor scale. This......
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...Linking perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control, 7100 Market research, 2400 Public relations, 9130 Experimental/theoretical Locations: Belgium Author(s): Josee Bloemer, Ko de Ruyter, Martin Wetzels Document types: Feature Publication title: European Journal of Marketing. Bradford: 1999. Vol. 33, Iss. 11/12; pg. 1082 Source type: Periodical ISSN/ISBN: 03090566 Abstract (Document Summary) In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. A study focuses on the refinement of a scale for measuring service loyalty dimensions and the relationships between dimensions of service quality and these service loyalty dimensions. The results of an empirical study of a large sample of customers from four different service industries suggest that four dimensions of service loyalty can be identified: purchase intentions, word-of-mouth...
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The Negative Effects of Offshoring Customer Service
...The Negative Effects 1 The Negative Effects of Offshoring Customer Service Com 120 December 1, 2009 Karen Halusek The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not understand what the operator had said. She asked, “is this the Computer Company (fictional name)”? The customer service representative responded that it was, at least she thought that was what they said. The representative who answered her call had such a thick foreign accent that she could not understand them. She explained to the representative what the problem was, but she could not understand any of the information given to her. She asked to speak with a different representative; after being placed on hold for several minutes, she had no better luck with the new representative. She and her husband tried several more times to communicate with them, finally hanging up in frustration. They vowed to never purchase another thingamajig from......
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...FAKE ENCOUNTERS IN INDIA Aastha Maheswari 1) Distinguish between fake encounters and genuine encounters? Ans: A fake encounter is where a person has been killed in cold blood, and not in self-defence, Whereas a genuine encounter is that in which a person has been killed in self-defence. If somebody is firing at you, and the only way to stop him from killing or grievously injuring you is to shoot back, in that case you’re a part of a genuine encounter. Whereas a fake encounter is when you catch hold of somebody and kill him in cold blood. There is absoutely no threat to you. The Central and State governments generally interpret the word, encounter, to mean genuine encounters, with fake encounters being an exception rather than the rule. Those fighting for civil liberties, however, say that the dividing line between genuine and fake encounters is rather tenuous and argued that most of the cases considered by the police as genuine are indeed fake. 2) Does the police have the right to kill the suspects? Why do they resort to take such extreme measures? Ans: The Indian law recognizes the right of a citizen to private defence , and this same right is available to the policemen too. Thus, If the police is firing in an attempt to arrest a person accused of an offence punishable with death or imprisonment of life by the court orders, in that case the encounter cannot be termed as illegal or fake. However, if a death is caused in an ecounter that cannot be justified on the ground......
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...Running head: CONSUMER ENCOUNTERS Consumer Encounters Consumer Encounters The product and service quality are tested at each encounter, so for this reason managers have to be prepared for each possible one. The Unique Experiences of a Navy Wife is a book directed towards two groups (1) North American females in the ages between 18 to 25 years and (2) North American males in the ages between 25 to 43. To be successful during the purchasing process it is important to reach consumers’ expectations and being prepared for each encounter. Consumer Expectations Beliefs about service’s performance or product’s attributes at some time in the future are the definition of consumer expectations; they are also a key determinant of satisfaction (Rust, Inman & Zahorik, 1999). Purchasers form expectations for many foundations, such as word of mouth, advertising and past experiences. These expectations are compared with the performance of the service or product and if it is below the purchaser expectation, he or she will be disappointed. However, if it meets or exceeds expectations the consumer will look forward to use the same provider again and recommend it (Kotler & Keller, 2007). Expectations of readers and purchasers can be found by a consumer expectation survey administrated to a sample of the selected target. Nevertheless, managers can have an idea using the patterns of the segment selected. Initial Encounter with the book search process For many in the......
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...Assignment 2 – Service Encounters GSBS 6015 20/03/16 Salam Abbas - C3261695 Lauren Romano - C3246958 Asma Suhail - C3238999 Executive Summary This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfaction and disappointment highlighted in the report are assessed in accordance with the three additional elements of the services marketing mix established by Boom and Bitner (cited in Bitner, 1990). These elements include: physical evidence, people and process elements of service mechanisms (Bitner, 1990). Results from the customer reviews analysed found that 96% of reviewers on Expedia would recommend the hotel to others, whereas 91% of TripAdvisor reviewers gave it an above average rating. The main positively perceived factor by customers was the location of the hotel. However, many key service failures and complications have been noted across the areas of hygiene, comfort, convenience and customer service. The report determines that the overall potential of the company in its current services performance position is positive. Although the negative feedback accounts for only 3-4% of all TripAdvisor and Expedia reviews, the identified areas of weakness necessitate......
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...where as pure services are intangible dominant. Businesses which contain both good and service contain, fall in the middle of the continuum. Another way of looking at the difference between goods and services is provided by the scale of marketing entities. Tangible dominant Product that possess a physical properties that can be felt, tasted, and seen prior to the consumer’s purchase decision. Intangible dominant Products that lacks the physical properties that can be sensed by consumers prior to the purchase decision. The scale of marketing entities presented in figure 1.1 displays a range of products based on their tangibility. Rice (Example: BD rice) has the highest tangible aspect as we can feel, taste and can seen prior to the buying therefore we have selected it as the most tangible good in the scale of marketing entities model. Accordingly based on the tangibility aspect we have selected mineral water (Mum), shampoo (Meril), and computer (Apple), jewelry (Venus) as an example of tangible product or Manufactured good. We have put hotels (Radison) in the middle of the model as it includes both tangible and intangible aspect which has to give equal importance. Services are intangible dominant and can not be sense, felt or taste before the purchase. We have selected the service of doctors as the highest intangible product as consumers only can exercise the service of doctors. Service of doctors is being produced when the service is needed. The service of the......
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...5. My Service Encounter Essay Reflections Through the course of my service encounter essay, I feel that I have learnt many new things about services marketing and have improved a variety of my personal skills as well as developing many new skills. This essay has really made me more aware of the amount of interactions that I have with services on a daily basis and the role that they play within my life. Also, the fact that services, on their own, account for more than 70% of our nations GDP really outlines the importance that there is on developing effective marketing strategies. 5.1 One of the most important factors that I can take from this essay is the importance of building relationships between the customer and the firm through marking techniques. One of the main reasons for failure within services firms is the fact that they concentrate far too much on initially attracting customers and not enough emphasis on customer retention. When I enter the business world I will ensure that I pay huge attention toward building relationships with my customers and this will enable me to sustain constant growth of sales through an extensive customer base. I have also been able to understand the importance of the service environment toward the perceptions of the customers. I think that in the future I will pay much more attention to the environment that I am being given a service within and the effect that various emotional cues and aspects have on me as a customer so that I can......
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adapting to special needs, they would be able to experience the four different components of service loyalty (cognitive, affective, future intention, and behavioral) and be more profitable.Finally, management should emphasize recovery for their service failures. 95% of customersthat experience a service failure do not complain, and only 9% of those will buy from thesame service provider again. This is bad news for Moti Mahal because they are slowly losingcustomers due to their service failures. One service recovery strategy that would be mosteffective them would be to fail-safe the service from the beginning. Management shouldattempt to redesign their service standards in order to fail-safe the encounters with customers.Two other service recovery strategies that may be useful to them would be to provideadequate explanations and treat the customers fairly
The firm that I was the most satisfied with was the Flipkart, the online shopping portal andthey demonstrated a number of services marketing concepts that resulted in the excellentservice that I received.Due to the quality of their service, it seems that management has already taken a number of actions in order to deliver such high-caliber service. One human resource strategy that isused to deliver service quality through people is to empower employees. Empowermentgives employees the authority to make decisions, as well as giving them the skills, tools toserve the customer as seen by the effort taken by the delivery boy to call when he found noone at the shipping address and then delivering it to other correspondence address, otherwisehe could have simply left and would have resulted in late delivery of the product.Management has also emphasized the importance of the five drivers of service quality. Thefive dimensions are as follows: reliability, responsiveness, assurance, speed, and tangibles.The flipkart performed the promised service accurately and quickly, and they were veryreliable in this manner. I was extremely surprised by the responsiveness of the flipkart; I wasexpecting to wait at least a few days before having the book delivered, but I actually got it thenext day I ordered and I really enjoyed this. Management has done an excellent job stressingthe importance of all five dimensions,
The three additional P’s in the expanded service
marketing mix along with how the Flipkart demonstrates them are as follows:
• People: The
service employees are the firm in the customer’s eye, and management has
done a superb job with training their employees to provide excellent service.
• Physical Evidence: The environment friendly packaging and other tangibles at Flipkart like
the specially made book marks conveys the message that management understands that thephysical evidence of a firm helps the customer formulate their overall satisfaction.
• Process: The operational flow of activities at the Flipkart allows ordres to get in and get
outas quickly as possible. It also stresses the idea of being flexible rather than standardized. Ithink management understands that customers are looking for convenience and flexibility,