Reference no: EM133561205

Problem 1) What are some adequate expectations such as perceived service, situational factor, personal situational factor, and predicted service for this experience?

Problem 2) Discuss the factors that can influence these adequate expectations such as perceived service, situational factor, personal situational factor, and predicted service for this experience and if they were met or exceeded.

SCENARIO:

Following my Dad's recommendation (he has been going here for many, many years), I came here to get my tires checked after running over a pothole, I realized that my tire might have been damaged, decided to visit a shop to get them replaced and I've always been very happy with the friendly, quick service and low prices.

It wasn't until the next day that I became aware of it. The following day, I started the process of phoning Tire Centers, Auto Shops, and any other business that was within 30 miles of me to inquire about the possibility of getting a fast tire repair. Two things have come to my attention: the first is that eighty percent of them are closed on Sundays, and the second is that those that are open are "Booked solid all day."

Then I remembered Mr. Phan's at Phan's smog station and called them. To my joy, Mr. Phan said" yes, bring it in, no problem" stating he'd look at it, so I drove there and was greeted by a friendly service mechanic who ask how I can be assisted. I proceed to explain my situation mentioning the pothole incident and the need to replace the tire. Within minutes, he had stated that the tire needed to be replaced and recommended that I replace all tires because the rims were not suitable for my car and my tires were frequently getting flat tires. He went on to explain that he did not have the rims or tires for my car model, so he suggested that I purchase the rims and tires and he would replace them for me. At this point, I was upset that I couldn't replace my tires instantly because of their low stock of tires, which resulted in Mr. Phan offering a discount for installing my rims and tires because my father has been a long-time client, which I really liked. After a few days, I brought in my tires and rims, he discussed any additional services that may be necessary, like a wheel alignment or tire balancing. Within 10 minutes the technician finished installing the tires, they did a thorough quality check to see if all nuts were in place and the tires were balanced. The technician provides a detailed invoice after, summarizing the service and cost. Mr. Phan explains other recommendations for maintenance and regular routines such as checking the tire pressure and tire rotations. At the end of my service, drove away with confidence, knowing my vehicle is equipped with new reliable tires and leaving with a positive experience with Phan's smog station.