Worst service experience in fashion industry

Running head: MARKETING
Journal entries on service marketing
Name of the student:
Name of the university:
Author note:

1
MARKETING
Service experience journal entries
Source 1: Ali, F., Hussain, K., & Ryu, K. (2016). Resort hotel service performance
(RESERVE) – an instrument to measure tourists’ perceived service performance of
resort hotels. Journal of Travel & Tourism Marketing, 34(4), 556–569.
doi:10.1080/10548408.2016.1208789
Journal entry number: ISSN: 1054-8408 (Print) 1540-7306 (Online)
Name of the organisation: Astute Resort hotel
Type of service encounter: Technological
How did the encounter take place? (i.e., face-to-face, via a self-service technology, via
the telephone): The encounter took place through a psychometric technological process
Date of the encounter: 17th August 2016
Time of the encounter:-
What specific circumstances led to the encounter?
Studying the tourist behaviours in the hotels is the major drive behind this
encounter.
What expectations did you have prior to the service encounter?
Prior to this encounter, I knew that the customers form different notions on the
services they are provided in the resort hotels. However, I was unaware of the fact that the
behaviour of the customers can be rated on psychometric scales.
Describe the encounter so that someone who was not there would know what
happened. Exactly what did the service employee / service organisation say or do?
What did you say or do?
The managers of Astute Resort Hotel conducted pilot testing on the 25 individuals,
staying in the Malaysian hotels. Based on the responses, wordings were prepared for
analysing their behaviour. Along with this, Service Theatre Model was implemented for

2
MARKETING
conducting qualitative study on the behavioural approach of the tourists staying in the
resort hotels of Port Dickson and Langkawi, Malaysia. I exposed my valuable participation
in this process of data collection.
How would rate your level of satisfaction with this service encounter?
Rating: 7 (Extremely satisfied)
What exactly made you feel that way?
I provided the rating of 7, our satisfaction enhances the revenue and profit margin
of the Resort hotel.
• How would you describe your reaction to this service encounter?
I am contented at the service encounter, as it an opportunity for customers like us to
the share our opinions with the organizations. I think these encounters need to be made
frequent, so that we can provide feedbacks regarding upgrading the standards and quality
of the holiday packages.
• What could the employee/organisation have done to make you happier with this
encounter?
I think Astute Resort Hotels could have organized lectures and seminars on the
recent trends in the hospitality and tourism industry. These seminars would have been
beneficial in terms of forming notions and perceptions regarding the tourism services.
• How likely is it that you will go back to this organisation?
I can give the rating of 6 (Likely). This is based on the actions, undertaken by the
Astute Resort Hotels regarding upgrading the standards and quality of the holiday packages
with discounts, offers, schemes and others.
How likely would you be to recommend this service provider to friends and family?
7 (extremely likely)

3
MARKETING
Source 2: Gaur, S.S., Sharma, P., Herjanto, H. and Kingshott, R.P., 2017. Impact of
frontline service employees’ acculturation behaviors on customer satisfaction and
commitment in intercultural service encounters. Journal of Service Theory and
Practice, 27(6), pp.1105-1121.
Journal entry number- https://doi.org/10.1108/JSTP-08-2016-0138
• Name of the organisation- A retail bank in New Zealand
• Type of service encounter- Technological
• How did the encounter take place? (i.e., face-to-face, via a self-service technology,
via the telephone)- Technology
• Date of the encounter- 6th March 2017
• Time of the encounter-
• What specific circumstances led to the encounter?
Exploration of the impact of assimilation, integration and marginalization on the
satisfaction and commitment of the customers especially of the retail banking sector, New
Zealand.
• What expectations did you have prior to the service encounter?
Prior to the service encounter, I felt that customers form a notion upon the service levied
by the customers. I did not know that the behaviours of the customers can be analysed and
assessed through hypothesis.
• Describe the encounter so that someone who was not there would know what
happened. Exactly what did the service employee / service organisation say or do?
What did you say or do?
SmartPLS3 method was used on 377 ethnically diverse customers of a retail bank in New
Zealand. Hypothetical approach was used for assessing the impact of assimilation,
integration and marginalization on the satisfaction levels of the customers. I was a part of