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Topic 5 the Service Encounter

Topic 5 the Service Encounter

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The five concepts of service encounter.
The five concepts of service encounter.

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Categories:Types, School Work
Published by: Glenda Ortiz Morales on Jul 07, 2013
Copyright:Attribution Non-commercial


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The Service Encounter

• Describe features of an organization’s service culture.Learning Objectives • Exploring the service encounter triad to describe a service firm’s delivery process. . • Understanding the concept of a service profit chain and it’s effects on revenue growth and profitability. • The role of customer as co-producer. • Understanding the role of information technology in employee empowerment.

• You have the ability to either satisfy or dissatisfy them when you contact them. . • A service recovery is satisfying a previously dissatisfied customer and making them a loyal customer.Moments of Truth • Each customer contact is called a moment of truth.

Cycle of Service Begin Service Encounter End Service Encounter = MOT .

The Service Encounter Triad Service Organization Efficiency versus autonomy Efficiency versus satisfaction Contact Personnel Perceived control Customer .

Culture is a pattern of beliefs and expectations shared by the organization’s members.Culture is shared orientations that hold the unit together and give a distinctive identity.Definitions of Culture • Schwartz and Davis (1981) .Culture is the traditions and beliefs of an organization that distinguish it from others. • Hoy and Miskel (1991) . • Mintzberg (1989) . .

The Service Organization • Culture ServiceMaster (Service to the Master) Disney (Choice of language) • Empowerment Invest in people Use IT to enable personnel Recruitment and training critical Pay for performance .

Contact Personnel • Selection 1. Situational Vignette 3. Abstract Questioning 2. Role Playing • Training Unrealistic customer expectations Unexpected service failure .

Demands against policies 3. Breaking of societal norms 6. Drunkenness 5. Unavailable service 2. Unacceptable service Use scripts to train for proper response . Unacceptable treatment of employees 4. Slow performance 3.Difficult Interactions with Customers Unrealistic customer expectations 1. Special-needs customers Unexpected service failure 1. Unreasonable demands 2.

The Customer • Expectations and Attitudes Economizing customer Ethical customer Personalizing customer Convenience customer • Customer as Co-Producer .

Service Encounter Success Factors Customer Service Provider Human Machine Employee selection Interpersonal skills Support technology Engender trust Easy to access Fast response Verification Remote monitoring User friendly Verification Security Easy to access Compatibility Tracking Verification Security Human Machine .

Employee Perceptions of Customer Service at a Branch Bank Outstanding 6 5 Custom er Terrible 4 3 2 1 1 Terrible 2 3 4 5 6 Outstanding Employee .

Satisfaction Mirror More Repeat Purchases Stronger Tendency to Complain about Service Errors Higher Customer Satisfaction Lower Costs More Familiarity with Customer Needs and Ways of Meeting Them Greater Opportunity for Recovery from Errors Higher Employee Satisfaction Higher Productivity Better Results Improved Quality of Service .

.Service Profit Chain • Internal quality drives employee satisfaction • Employee satisfaction drives retention and productivity • Employee retention and productivity drives service value. • Service value drives customer satisfaction. • Customer satisfaction drives customer loyalty. • Customer loyalty drives profitability and growth.

The Links in the Service-Profit Chain Operating Strategy and Service Delivery System Employee Retention Internal Service Quality Employee Satisfaction Employee Productivity External Service Value Customer Satisfaction Customer Loyalty Revenue Growth Profitability •retention •repeat business •referral • workplace design • job design • employee selection and development • employee rewards and recognition • tools for serving customers •Service concept: results for customers •service designed and delivered to meet targeted customers' needs .

The Cycle of Capability • • • • • • • • Careful employee and customer selection High-quality training Well-designed support systems Greater latitude to meet customer’s needs Clear limits on expectations of employees Appropriate rewards and recognition Satisfied employees Employee referrals of job candidates .

• How does use of a “service script” relate to service quality? • If the roles played by customers are determined by cultural norms. how can services be exported? .Topics for Discussion • What are the organizational and marketing implications of considering a customer as a “partial employee”? • Comment on the different dynamics of one-on-one service and group service in regard to perceived control of the service encounter.

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