Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

SANTA ROSA CAMPUS
City of Santa Rosa Laguna

ACTIVITY # 1

In Partial Fulfullment of the Requirements in

Service Marketing

Submitted by:

Gayagoy, Julibert Cergio

Placides, Alejandro O.
Sario, Darcy Angelo C.

Submitted to:
Prof. Engeline dela Cruz - Ilumin, RND,MBA

Date

November 17, 2021

“THE COUNTRY’S 1st POLYTECHNICU”

 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
SANTA ROSA CAMPUS
City of Santa Rosa Laguna

VHANNIE SALON

Service Operating System

Service Delivery System

INANIMATE ENVIRONMENT
INVISIBLE ORGANIZATION
AND SYSTEM  Entertainment
CUSTOMER A
(TV, INTERNET)
 Utility Crew
 Magazines and Books
 Suppliers
 Washing Area
CONTACT PERSON or
 Preparation of
SERVICE PROVIDER
Equipment and
materials  Hair Stylist
 Financial Admin  Owner
CUSTOMER B
(Vhannie Kasilag)
 Support Crew
 Information Flow
INVISIBLE
 Service Crew

VISIBLE

SERVICE BENEFITS RECEIVED BY

CUSTOMER A

 Hair Styling
 Hair Colouring
 Hair Cutting

“THE COUNTRY’S 1st POLYTECHNICU”

 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
SANTA ROSA CAMPUS
City of Santa Rosa Laguna

Vhannie Salon is a well-known salon located in Southville 5a Langkiwa, It started years

ago and it started as a small beauty salon. Many people who want to have their own
hair make over always consider this salon even though they are from different barangay
because of their good accommodation and good work. The name of this salon came
from the name of the owner which is Vhannie Kasilag.

THEORETICAL APPROACHES TO SERVICE ENCOUNTER

MOMENT OF TRUTH
 Salon do face-to-face interaction so that the beauticians can be able to do
activities to their customer. In this time of pandemic Vhannie Salon always do
consider the safety of every individual inside the salon, it whether the salon crew
or the customer. One of the solutions they make so that they can be able to
operate continuously is to wear PPE or Personal Protective Equipment. Also,
they always do sanitation everytime customer is entering the premises.

LEVEL OF SERVICE CONTACT

 Salon is a high contact in level of service, to deliver excellent service, they need
to do physical contact within the beautician and the customer.
THEATRE AS A METAPHOR
Personnel
 Beautician or salon crew should be always look professional in clothes and
always focus whatever they do so that risk of having a mistake is low.
Role Theory
 Employees should act professional towards the customer, in Vhannie salon,
every day, the owner who is Vhannie Kasilag always do forum with her

“THE COUNTRY’S 1st POLYTECHNICU”

Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
SANTA ROSA CAMPUS
City of Santa Rosa Laguna

employees so that they can be able to realize and meditate the day if they do
good things and bad things. If they did bad to customer or if they offended
customers, they will be teaching a lesson and if they did good job, they will
be rewarded. In this way, they will boost to have focus and be a good
employee.

“THE COUNTRY’S 1st POLYTECHNICU”