Service Journal on Service Encounters

This service journal discusses personal experiences with different service encounters and evaluates customer satisfaction. It includes encounters with a doctor, restaurant, taxi, online store, movie theatre, and beauty shop.

Running head: SERVICE JOURNAL 1
A Service Journal on my Service Encounters
NAME
UNIVERSITY
DATE

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In everyday life, we usually keep track of the happenings in our lives. This helps us
evaluate whether we are happy with the way our lives are. For this to happenings, we require
journals for proper documentation. There are different types of journals. One such type is a
service journal. A service journal helps us to track the services we encounter, describing them
and evaluating if the services satisfied us. In this paper, I will discuss my personal three-day
service journal. I will outline whether the services lived up to my expectations.
Service journal
Monday, 6th May 2019
I had a doctor’s appointment at 10 am. I arrived at the hospital thirty minutes before 10 am. As
soon as I arrived at the hospital I was well received and shown where to sit. The nurse was so
hospitable. At exactly 10 am, the doctor’s assistant told me it was time to see the doctor. The
doctor was so accommodating. She started by asking how my day was, it made me feel at ease.
The doctor served me very well. She answered all my questions to my satisfaction. From the
moment I walked into the office I was treated well.
At 1 pm, I walked into a restaurant to have my lunch since I was hungry. A waiter came to my
table and greeted me. He then politely asked for my order. It did not take long before the
waiter served me. The food was so delicious and I really enjoyed it. The restaurant was clean
so they had really maintained some good standard of hygiene. The services offered in that
restaurant matched up to my expectations.
After a long day, I decided to take a taxi home from a hailing application. The taxi driver took
long to pick me. He never bothered to ask how my day was or even the kind of music I wanted
to listen. He played some loud music, which was so irritating considering the kind of day I
had. The ride was so bad that I did not enjoy.
Tuesday, 7th May 2019
I woke up and wanted to buy some clothes but did not want to go to the stores. The easiest
way was buying clothes at an online store. The application used to order was so user-friendly,
it did not take me much time to place an order. What was even better was that I had the option
of paying after the goods were delivered. The clothes were also of good quality and matched
the specifications I ordered.
A great movie had just premiered. Therefore, my friends and I were so excited to go to the
theatre since we had the tickets. At exactly 6 pm were already in the theatre waiting. The
theatre was so comfortable. The staffs made everyone feel at ease. The movie itself lived up to
the expectations. It was those films that one wished they did not have an ending. The service

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was exceptional.
Wednesday 8th May 2019
Today morning, I went to the beauty shop to get my hair and nails done. The reception was
good since they provided a very comfortable waiting room. The workers were very friendly,
thereby making me feel relaxed. The only thing that I did was not satisfied with was how my
hair was cut which was not exactly how I had explained it to the barber. My nails were done
well and to my satisfaction.
On my way home in the evening, I hailed a taxi. The driver was good. He did not take long.
He was friendly. He asked me the type of music I wanted to listen and never did anything
irritating. It was quite a good ride.
Exceptional services
My service experiences were quite mixed up. There were those services that really
satisfied me and some that did not. I am going to show that customer satisfaction is of utmost
importance in the service economy (An empirical research on customer satisfaction study: A
consideration of different levels of performance, 2016).
On Monday 7th, I was happy with the way I was treated during my visit to the doctor.
Especially when the doctor shown more concern and even had some follow up questions, it made
me desire to go back to the hospital again (Ryan, 2017).
The service I got at the restaurant on Monday was exceptional too. The experience that I
had that day would make me want to have meals at the restaurant more often (Al-Tit, 2015).
The fact that I could easily buy commodities online in the comfort of my house was
amazing too. I had some very bad experience with online shopping before but now I have
confidence in this company (Abdeldayem, 2010).

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Another good experience was at the theatre. The movie was great but what was even
better was their customer service. This is different from many other theatres. Any time I want to
visit the theatre I would choose this one (Londono, 2016).
In addition, the last service that was good was on Wednesday when I took a taxi home.
The driver was so amazing and cared about my wellbeing. I will always use this company
whenever I want to take a taxi.
From my assessment of the experience I had, it is evident that customer satisfaction is so
important in the service economy (Baisya, 2004). The way a company treats its customers is so
important. For example, I will never seek the services of any company that did not satisfy me.
Therefore, companies should be very aware of the services they are providing to their customers
and make sure they meet the standards set by most companies in other fields.

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References
Abdeldayem, m. (2010, 8 1). A study of customer satisfaction with online shopping: Evidence
from the UAE. Retrieved from ResearchGate:
https://www.researchgate.net/publication/220610482_A_study_of_customer_satisfaction
_with_online_shopping_Evidence_from_the_UAE
Al-Tit, A. (2015, 10). The Effect Of Serviceand Food Quality on Customer Satisfaction and
Hence Customer Retention. Retrieved from ResearchGate:
https://www.researchgate.net/publication/282128914_The_Effect_of_Service_and_Food
_Quality_on_Customer_Satisfaction_and_Hence_Customer_Retention
Empirical research on customer satisfaction study: A consideration of different levels of
performance. (2016, 9 15). Retrieved from springerplus:
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5025411/
Baisya, R. K. (2004). Customer Satisfaction in the Service Sector: a case study of the airline
industry. emeraldinsight.
Londono, B. (2016). Service Quality, Perceived Value, Satisfaction, and Intention to Pay: The
Case of Theatrical Service. EmeraldInsight.
Ryan, M. (2017, 7 13). Promoting Customer Satisfaction in Healthcare. Retrieved from
Healthcare Business Insight:
https://www.healthcarebusinessinsights.com/blog/information-technology/promoting-
customer-satisfaction-healthcare/

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