MKT 723 Study Guide - The The, Anesthesiologist, Flight Attendant
21 Oct 2014
School
Department
Course
Professor
Document Summary
Sources of pleasure and displeasure in service encounters: four common themes as the sources of customer satisfaction/dissatisfaction in memorable service encounters, recovery: employee response to service delivery system failures. Hotel room that is not available, how the employee responds to the situation: adaptability: employee response to customer needs and requests. How employees handle uncooperative rude customers who refuse to follow company rules and laws. Technology based service encounters: self-service technologies: customer provides his own service. Ex) internet based services, automated phone services, kiosk services, services delivered via cd or video technology: for satisfying sst: o to pay cabbie. Solved an intensified need: atm used o save time, readily available, saved money. Better than alternative: easy to use, o customers are thrilled when it works. Technology failure: system offline, pin o product never got delivered or wrong product delivered. Process failure: order went through but o unclear menu option o inability to use technology.
