In this case study, Jamika faces three incidents which she did not handle well. We will describe here the better way in which these would have been handled. Introduction: In first incident with Marianne receptionist, she did not handle professionally and shouted in open about two employees going on unauthorized leave. In second incident, she calls Sharon, a manager at other saloon and airs her anger unapologetically. In third incident, she refuses to entertain helping hand by Victoria, a good employee to tackle the crisis and help to solve the issue amicably. In three incidents she needed to have shown patience and professionalism.

Question

If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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Chapter 1, Problem 3AYSCFCA

Summary Introduction

To determine:

In this case study, Jamika faces three incidents which she did not handle well. We will describe here the better way in which these would have been handled.

Introduction:

In first incident with Marianne receptionist, she did not handle professionally and shouted in open about two employees going on unauthorized leave. In second incident, she calls Sharon, a manager at other saloon and airs her anger unapologetically.

In third incident, she refuses to entertain helping hand by Victoria, a good employee to tackle the crisis and help to solve the issue amicably. In three incidents she needed to have shown patience and professionalism.

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If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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