Question

Keeping track of experiences with the many services consumed in daily life reveals the degree to which we live in a service economy. Tracking such experiences shines light on which services meet the mark as well as which do not.

Exercise 2. describes the concept of a "service journal." The service journal is a method of tracking service encounters, describing them, and making a note of your expectations (and whether they were or were not met).

Exercise 2. Keep a service journal for a day and document your use of services. Ask yourself before each service encounter to indicate your predicted service of that encounter. After the encounter, note whether your expectations were met or exceeded. How does the answer to this question relate to your desire to do business with that service firm again?

Note: The service journal is a method of tracking service encounters and different types of services customer receives. The dimensions of customer expectations as well as the importance of customer perceptions.

list five incidents in which the service company has exceeded your expectations. How did you reach to the service? Did these incidents change the way you viewed subsequent interactions with each of the companies? In what way?

Answer 1

answer-

The first service is exceed my expectations always is Amazon because whatever i bought online from this site. I always get before or on time delivery even if i am not prime member.I always leave positive ratings and feedback on amazon and recommend others to buy from it.

The second service is From Mcdonalds which i have wrong perception about being late food service and poor quality food but when i went to its restaurant last time then i get quick service from it. I was happy that i do not have to wait like other people say.

the third service is Local supermarket at which one employee helped me to find products at the store. I also get fast payment transaction because there were four payment counters so i done my shopping early. I get the message to leave feedback so i give 5 stars out of 5.

The fourth service is at Starbucks which i like the most because of its clean and hygeince environment. Music and wife zone. high quality coffee and service. This makes me go to more often at starbucks even if its prices are high.

The fifth service is at burger king which did not meet my expectation because i order a burger and they handed me wrong burger which i did not order. They definitely replaced the order but it took several minutes and i wanted to go somewhere else. This was not good and my reaction to it was like i would never come to this again.

I think the perception of Mcdonalds and burger king has been changed in my mind because i considered Mcdonalds as bad and poor quality fast food restaurant and burgerkind on the opposite but both roles were switched. I Think i will go and do get service by four companies but not burger kind as it was my first experience with burger king which went bad.