Marketing service Essay Example | Topics and Well Written Essays - 2500 words

Marketing return - Essay ExampleAttempts need to be made by the companies to bridge the gap. Table of Contents administrator Summary 2 Introduction 4 Service go bulge out 1 5 Service clang 2 7 Service Encounter 3 9 Service Encounter 4 11 Service Encounter 5 13 Conclusion 15 References 16 Appendices 18 Introduction run are the economic activities rendered by one party to another party. The heart of divine service is considered to be the wreak taking place between the server as well as the customer. It is during this phase when the emotions tend to sum up into contact with the economics in real while and hence people evaluate the quality of service (Chase & Dasu, 2012). The chief objective of the report is to evaluate the service encounters from ones perspective as a customer and hence to analyze the recorded situations by making use of the relevant theories and concepts. Service Encounter 1 While having a Digital Subscriber Line (DSL) meshwork connection with Dodo lodge in the year 2012 with a contract of two years, I found that the company disconnected my internet within a month of the contract. I tried to welter the problem with the company and despite several(prenominal) attempts made by the company to resolve the issues faced by me, it was not capable of coming out with a feasible solution. Hence, I experienced a oppose service encounter with the company. ... It can be mentioned that the disconfirmation of expectations paradigm has been considered as most accepted model that can be successfully applied for examining the issues related to to consumer satisfaction/ dissatisfaction (Fisk & Young, 1985). Customer experiences with the product ca development negative emotions can lead to substantial damages to the companies in relation to their reputation as well as their association to their customers. When a customer experiences a negative service encounter, the result of such experience is generally anger or frustration which has been the case wit h me in relation to Dodo Company. Although the company realized the problems that I hold up been facing with the serve and tried to fix it up however, it had not been meeting up to the expectations (McGrawHill, 2012). One of the underlying facts related to services is that satisfaction tends to have an impact on usage continuance intentions. A customer is most likely to continue using a product only if he/she is satisfied with the product or service. It can be discover that since the service rendered by the company was not up to my expectation, I planned to discontinue using the services of the company. Hence, such circumstances reveal the fact that the companies must make all the attempts to satisfy the customers so that they do not stop consuming the services. Discontinuation might lead to several damages to the company in the form of decline in revenues and retardation of the brand image as well. Dodo needs to discipline that they do not breach the contract that they make wit h the customers and try to fix all the problems within the stipulated time (Miao, 2008). Service Encounter 2 While visiting McDonalds, I ordered for a coffee and banana bread