Services Marketing

Course Name: go Marketing

Course Code: BUMKT 2601

issuing: Service Encounter Journal Analysis

assimilator Name: Ying ZHAO

Student Number:30063770

Lecturer: Jessie Harman

Due Date: Wednesday Week 8 (16th September, 2009)

Referencing Style Used: APA Style

Executive Summary
Service encounter is an significant issue in run marketing. According to Zeithaml, Bitner & Gremler (2009), dishs encounters be the building block for customer perceptions. Moments of truth argon w here promises are broken or kept and where the customer interacts with the armed service firm. In this report, the author leave analyse five service encounters oer the past several weeks. Firstly, the author will discuss service of Australian wager by using servicescape concept and Gaps Model. Secondly, wasting disease Disconfirmation of expectations Model to analyse service encounter in luxurious Crown. In the third part, the author will explore service quality in Myer though SURVQUAL Model. Fourthly, uses Gaps Model to discuss service experience at land Bank. Lastly, talk about online obtain experience at Taobao supporting by Gaps Model. Appropriate pass will be given at the same time.

add-in of Content

1.0 Introduction4
2.0 Services encounter at Australian Post4
3.



0 Services encounter at Golden Crown6
4.0 Services encounter at Myer7
5.0 Services encounter at Commonwealth Bank9
6.0 Services encounter at Taobao Shopping Online10
7.0 conclusion12
8.0 References13

1.0 Introduction
Services are quite different from goods. Compared with goods, services consume the five unique characteristics: intangibility, heterogeneity, simultaneous production and consumption, perishability and lack of ownership. “The bone marrow of a service is the encounter between the server and the customer. It is here where emotions meet economics in real time and where near people judge the quality of service” (Chase & Dasu, p.1, 2006). This report will discuss five services...If you want to get a good essay, order it on our website: Orderessay



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