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Master of Business Administration in International Business

4.727 Services Marketing

Assignment One: Journal of Critical Service ncounters ! Anal"sis

SUBMITTED TO: SUBMITTED BY:

Prof: SUI TINAI SOHAM PARINGE

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Section # $ Journal ntr" %orst ncounter

Service Journal ntr" &%orst ncounter' for t(e Assignment

)our *ame ! I+ *o. : So(am A ,aringe$ 2-#4#-7

*ame of /irm0Service ,rovider: $ 1ittle India estaurant

Type of Service g3 Bank3 estaurant3 ravel Agent tc. and wheret(e incidenttook 5lace: $ estaurant in 6len den3 Auckland.

o8 did t(e encounter take 5lace9 eg3 in 5erson3 over t(e tele5(one3 ;" mail

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the s"!"ds, Once the st"rters "rri)ed it $"s not ( to o(r e*ect"tions# %"n& dishes

$ere not e)en to(ched '& o(r (ests, So $e "sked the $"iter to c"nce! the re%"inin

%"in co(rse order# he $ent '"ck to %"n"er "nd c"%e '"ck $ith " $eird resonse th"t

order re"r"tion h")e 'een st"rted "nd c"nnot 'e c"nce!!ed, Bein fr(str"ted $ith the

resonse $e "sked for the 'i!!# to o(r s(rrise the& h"d ch"red (s $ith the food th"t

e)en the& h")e not re"red, 0e "sked the $"iter th"t $e $ished to t"!k to the

%"n"er# $"iter ""in c"%e '"ck te!!in (s th"t "n&thin c"n7t 'e done "nd %"n"er is

too '(s& to t"!k to (s, +istenin to s(ch (nrofession"! resonse $e 5(st "id the 'i!!

"nd $"!ked "$"&, I co(!d h")e (nderstood if rest"(r"nt $"s too '(s '(t it $"s not th"t

'(s& "nd not "t its f(!! c""cit&

o8 8ould "ou rate "our level of satisfaction 8it( t(is encounter9 Circle anum;er corres5onding to "our feelings.er& +ike!&

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