服务营销项目研究作业

服务营销(双语)平时项目作业(2013秋季学期)

Project1. Service Encounter Journal To become more aware of critical aspects of the service encounter from a customer’s perspective. We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys,

accountants, and copy centers. You are to keep a “journal” of your service encounter experiences. The purpose of the journal is to identify sources of customer satisfaction and dissatisfaction with services. Journal entries (30 points)

You are asked to complete 5 journal entry forms describing recent service encounters you have

experienced (i.e., those occurring during this semester). One blank copy is attached to the back of this handout. Each entry will correspond to one service encounter that you have during the semester. Your journal may be written (if you have neat, clear, legible handwriting) or typed. (If you desire, you can use your favorite word processor to set up a file with the questions from the entry form. You can then enter descriptions of the service encounters as you experience them.) Be sure to completely

answer the questions on the journal entry form. If you make copies of the form and need more room to answer the questions, you may write on the back of the entry form or attach a page to the form. Your inclusion of the important details of the service encounter will help you in writing your service encounter paper.

Try to record an assortment of types of encounters from a variety of service industries (i.e., don’t do all restaurants) as well as some that you find satisfying and some that are very dissatisfying. The best way to complete your journal is to fill a form out immediately following a particular incident. Try to write up two or three service encounters per week, beginning immediately. If you try to do your entries from memory, or do too many at one time, the quality of the entries will suffer.

You should have completed at least 3 journal entries by the time we discuss Chapter 4 (Customer’s Perceptions of Service). You will be asked to be present and to bring your journal entries to class for the discussion of Chapter 4, although they will not be collected at that time. The entire set of 5 journal entries is due when the paper is due, on November 25.

Service Encounter Journal Paper

To evaluate critical aspects of two distinct service encounters from your own perspective as a customer and as a services marketer.

The purpose of the service encounter paper is to analyze the service encounters from a customer’s point-of-view. This paper (3-4 pages) will consist of two parts: First, you will write about the organization (from your journal) that provided you with the worst service of any organization you encountered; and, second, you will write about an organization that is doing an excellent overall job of services marketing.

Worst service (30 points)

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