Identify five to seven common concepts

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Reference no: EM132199966

Identify five to seven common concepts that relate to the services marketing. Describe your encounter and relate your encounter to those concepts. Include external resources for additional insight.

Each journal entry should include the following:

Name of service firm, type of service (e.g., airline, bank)

Date and time of encounter

concepts service encounter relates to

Identify concepts from the given concepts which will be discussed in the blog in the beginning of the blog

Price of service (for relationship-type services, e.g., your cell phone or banking service, provide your average monthly bill or fees)

Describe your encounter briefly, so that someone who was not there would know what happened. Include the following in additional to other descriptors

What were your expectations?

Details of the services, interactions with staff, facilities, etc.

Were your expectations met?

How would you rate your level of satisfaction with this encounter on a scale of 1 to 7-- extremely dissatisfied’ to 7 ‘extremely satisfied’.

What were your reasons for satisfaction or dissatisfaction associated with each incident

How would you describe your reaction to this encounter? Include in your description

Include your feelings and emotions at that time (e.g., angry, sad, happy, etc.). Why did you feel that way?

How likely is it that you will go back to that service provider/firm? Rate on a scale from one ‘definitely not’ to 7 ‘definitely yes’. What could the employee/firm have done to make you happier with the encounter? Alternatively, what did the employee/firm do that made you happy with the encounter?

If it was an unsatisfactory experience, include any attempt by the firm to recover from the service failure.

Why would you return or not return to that firm? (Provide details, especially when there is a big discrepancy between your satisfaction and your repeat patronage intention?)

Identify concepts/terms from the picture that relate to the encounter. Relate each encounter to chapter concepts for the specified period.

Reference no: EM132199966

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