Discussion Post: Service Encounter Journal
This exercise will heighten your awareness of services businesses and how they perform from the customer's perspective. Two of the modules will ask you to complete a service encounter journal entry. The due dates will be in the schedule. The encounters will be ones you typically encounter each week so they should be easy to find--doctors, dentists, banks, insurance companies, auto service, telephone companies, credit card companies, lawn service, football game, golf lesson, hair styling, etc. The journal entry form is the one used for a market research technique called Critical Incident studies in Chapter 5. The entry should focus on:
o When the incident happened (satisfying or dissatisfying?)
o What circumstances led up to this situation?
o What did the employee (or firm member) say or do?
o What resulted that made you feel the interaction was satisfying or dissatisfying?
o What could or should have been done differently?
The response should include a reference list. Using one-inch margins, Times New Roman 12 pnt font, double-space and APA style of writing and citations.