Services Encounter Candem

MKT6B2 - Services Marketing

SERVICE ENCOUNTER JOURNAL

Your Name

Name of Service Provider (organisation, department etc.)

Candem Market¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬

Type of Service (profit/not-for-profit; description, e.g. bank, training department etc)

jewelry store

Date 04/10/2014 Time In the morning

How did the encounter take place? (e.g. in person, phone, e-mail)

In person

What specific circumstances led up to this encounter? (e.g. purpose, location, expectations)

The Candem market opens every single week end in London. I was there having a good time with my friends and looking for some trendy shops and also somewhere to have lunch. I wanted to stay all morning long there and buy some things in the market. My purpose was to buy a ring and my expectations to find it in Candem.

Exactly what did you and/or the firm/employee say or do? (include physical surroundings if appropriate)

I saw the jewelry that was located on a street stand. It had good looking so I went in and chose the ring which I liked the most. The employee was very rude and the store was so busy. I was feeling uncomfortable so I pay as fast as I could my ring and left. One week later it was oxidized.

How would you rate your level of satisfaction with this encounter? (Circle a number corresponding to your feelings)

Terrible Delighted

1 2 3 4 5

What exactly made you feel that way?

Firstly I was not treated in a good way. Secondly I paid for a ring that I knew it was not the best quality but I did not expect it to get oxidized in a week. I felt duped

What could you and/or the firm/employee have done to increase the level of satisfaction? What improvements need to be made to this service system?

They should dismiss the employee and hire skilled people to treat customers better.

They also should change their products for others of better quality and give some advice to the customers so they know better how to use the rings to last more.

How likely is it that you will go back to this service provider/ that the customer/client will go back to you as the service provider?

Extremely unlikely Extremely likely

1 2 3 4 5

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