Service Experience Journal Entries

Running head: SERVICES MARKETING
SERVICES MARKETING
Name of the Student
Name of the University
Author Note

SERVICES MARKETING1
Introduction:
Service marketing is based on the values and relationships by portraying increasing
importance of service element of the business in global economy (Lovelock and Patterson
2015). The characteristics, which make service marketing different from product, are mainly
heterogeneity, intangibility, inseparability and perishability. The purpose of the paper is to
present a journal entry of services encountered by the companies/entities like Australia Post,
Healthscope, Nando's and KFC, followed by the evaluation of the quality of service
experienced.
Service experience journal entries:
1. Healthscope
Journal entry number: 1
Name of the organization: Healthscope
Type of service encounter: Healthcare services
Medium of the service encounter- Face-to-face
Date of the encounter:
Time of the encounter:
What specific circumstances led to the encounter?
The purpose of visiting one of the hospitals of Healthscope was for a regular check-up with
the Physicians.
Prior expectations of the service encounter: The prior experience, which I had with the
organization, was the efficient attainment of customers at the front desk for enabling the

SERVICES MARKETING2
initiation of services according to the prior appointment. I expected the staff to direct me to
the waiting room and doctor’s chamber. The most important and necessary expectation,
which I had with the service providers, is the timely delivery of services without pushing the
on-the-spot appointments in the waiting line.
Description of the service encountered:
The service quality in Healthscope was very efficient with the association of required
assistance from the point of booking an appointment to the point of receiving the service
physically. The service providers depicted the quality of a team as all the areas of supplying
healthcare services was aligned with each for better delivery. For instance when I entered into
the hospital, one of the staff members volunteered for assisting with the direction to the help
desk where I enquired about my appointment with one of the physicians. The staff at the help
desk asked for the code generated while booking for the appointment and within seconds I
was directed towards the waiting room with a slip of the payment. There were staff members
specifically for directing the ways to the specific areas. The hospital even have incorporated
technological aspects in making the service experience cohesive, the waiting room had
Television screens which was displaying the code and doctor’s name. Overall, the service
promptness and quality was appreciable with the incorporation of alertness and comfort in the
medium of service providers.
Rate for the level of satisfaction with the service encounter-
1 2 3 4 5 6
7
Extremely satisfiedExtremely dissatisfied

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Reason for the ratings at the satisfaction scale-
The purpose of booking an appointment prior to the check-up was the expectation of
receiving prompt services. The hospital policies and staff engagement were effectively
aligned with the promise of their service offerings. The service providers were well trained
and effectively facilitated the process with teamwork.
Reaction to the service encounter-
I was happy and surprised by experiencing the efficient alignment of all the functional areas
of the services providers. All the activities were in coordination, which contributed towards
the delivery of quality service.
Future improvements-
Although I was fully satisfied by the service encounter and received what I expected but the
customer care service online needs to be effective is checking the availability of specific
doctors at the time of booking as they asked for a day to check the schedule of one of the
specific physicians.
Revisiting the organization/service provider-
1 2 3 4 5 6
7
Recommendations to family and friends-
1 2 3 4 5 6
7
Extremely unlikely Extremely likely
Extremely likely
Extremely unlikely

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2. Australia Post
Journal entry number: 2
Name of the organization: Australia Post
Type of service encounter: Logistics services
Medium of the service encounter: A combination of face-to-face and self-service technology
Date of the encounter:
Time of the encounter:
What specific circumstances led to the encounter?
The purpose of choosing Australia Post was to facilitate the logistics
services for sending a birthday gift to a friend from another state.
Prior expectations of the service encounter:
The prior experience with Australia Post was dependent on the service promises of the
company. The company offers multiple mediums of services like, physical stores as the point
of service delivery and self-service online tools. The expectation was mainly concentrated
towards the efficient alignment of all the functional areas of Australia Post, which can deliver
prompt and quality service as well as with easily traceable technology.
Description of the service encountered:
The service experience at Australia Post was very pleasant as the feature of tracking and
reporting of the self-service element was easily manageable and very effective. The

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technology allowed me to track the parcel along the way, which allowed the proper
assessment of the service quality. At the time of the face-to-face interaction with the service
providers at the physical store of Australia Post, the staff assisted me by weighing the parcel
and helping with the details, which needed to be mentioned on a delivery form. The staff also
helped with the assistance of understanding the functioning of self-service feature, which was
scalable and simple to access. The online payment facility was communicated by one of the
store employee at Australia Post, which allowed the provision of discounted prices and
customized time of delivery.
Rate for the level of satisfaction with the service encounter-
1 2 3 4 5 6
7
Reason for the ratings at the satisfaction scale-
The reason for this rating is the attainment of the purpose of delivering a birthday gift on
time. The organization offered a combination of face-to-face and self-service, which ensured
the service quality and package security at the same time. The service providers at the
physical assisted with the functioning of the online service and helped with the customization
plan of delivery the package on time.
Reaction to the service encounter-
I was very happy with the services of Australia post as the organization creates a cohesive
customer experience by aligning technology with the human element of the business.
Extremely satisfiedExtremely dissatisfied