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Service Encounters and the Effect on Customers Free Essay, Term Paper and Book Report

A service encounter took place. The aforementioned service encounter happened on October 30th, 2009 at an unnamed convenience store. When the customers walked in, five of them, the encounter began. They were not greeted nicely and at first felt as if their business was unwanted. After a few minutes of harassment of the customers, and questions unanswered properly, they decided to leave and take their business elsewhere. The employee of the store failed at almost every single one of the four service concepts. He underestimated how much experience the customers have had, didn't realize what type of customers they were, as stated by Gregory Stone, and therefore couldn't assist them in finding the correct product, and simply performed disastrously within the RATER Customer Analysis. Customer Gaps of service also started to appear as the service underwent. (Fitzsimmon, J., Fitzsimmons, 2001) The night for the costumers seemed to be a great night at first and a select few of them wanted to buy "coals" to smoke out of a water pipe. The nearest convenience store was conveniently o......

Word Count: 1500
Page Count: 6  (250 words a page / double spaced)

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