...Assignment 2 – Service Encounters GSBS 6015 20/03/16 Salam Abbas - C3261695 Lauren Romano - C3246958 Asma Suhail - C3238999 Executive Summary This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfaction and disappointment highlighted in the report are assessed in accordance with the three additional elements of the services marketing mix established by Boom and Bitner (cited in Bitner, 1990). These elements include: physical evidence, people and process elements of service mechanisms (Bitner, 1990). Results from the customer reviews analysed found that 96% of reviewers on Expedia would recommend the hotel to others, whereas 91% of TripAdvisor reviewers gave it an above average rating. The main positively perceived factor by customers was the location of the hotel. However, many key service failures and complications have been noted across the areas of hygiene, comfort, convenience and customer service. The report determines that the overall potential of the company in its current services performance position is positive. Although the negative feedback accounts for only 3-4% of all TripAdvisor and Expedia reviews, the identified areas of weakness necessitate further investigation...
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...GROUP ASSIGNMENT MK 326 Use SERVPERF to assess quality of service of any service organization of your choice. FORMAT Table of contents Abstracts Introduction Literature review Methodology Findings Conclusion and recommendations References Appendices INSTRUCTIONS 1. Select an organization of your choice 2. Administer at least 60 tailored SERVPERF questionnaires to its customers 3. Enter the collected data into SPSS 4. Analyse the data 5. Write a brief report 6. Groups should be having between 8-10 members. 7. Submission date: 8TH May 2013 (Please observe submission date) More Instructions 1. Use APA referencing 2. Length 8-15 pages (including references and appendices) 3. Font type: Times New Roman 4. Line Spacing =1 5. Margins =1 inch all four sides 6. Font Size=12 7. Pages= Top Centre Individual Assignment (Service Journal Entry Form) Use marketing of services concepts already learned in class to share your personal service encounter experiences. SERVICE JOURNAL ENTRY FORM Service Encounter Diary No__________ Your Name: ___________________________ Type of Service (Industry) ________________ Name of Firm ________________________________________________________________ Date of encounter: _____________________Time of the Encounter: ____________________ 1. What specific circumstances led to this encounter? ____________________________________________________________________________ ____________________________________________________________________________ __________________...
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...Hill Road F-6/3 ISLAMABAD, PAKISTAN 44000 Mr. Sardar Abdul Rahim Director of BBQ Tonight Sohrab Plaza Fazl-e-Haq Road BLUE AREA, ISLAMABAD 44000 Dear Mr. Rahim I am writing to you a report about the bad customer service experience I had at your esteemed restaurant during my recent visit. The report is entitled “Conclusion and Reflection of Negative Service Encounter” The report provides a brief explanation of the service delivery system of BBQ Tonight and the negative service encounter. The content of the report specifically concentrates on the analysis of customer’s expectations and perceptions regarding service offerings of BBQ Tonight. At the end we have suggested recommendations on how BBQ Tonight can improve their customer services to avoid the further occurrence of such incidents. After carefully investigation, we have come to know that the lack of quality maintenance by kitchen staff resulted in serving un-hygienic dish from which an insect was found and put a question on performance of the quality control management team. In reading this report, you will gain valuable insight regarding measuring customer’s expectations and perceptions using various service models like Expectancy disconfirmation model, SERQUAL Model to identify the possible service gaps which led to a bad customer experience. I hope that the recommendations in this report will provide you with a beneficial strategy by which BBQ Tonight will get a competitive advantage and will leap far ahead in...
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...------------------------------------------------- We want our staff to be courteous and to acknowledge members who approach them as well as dress appropriately; Shirt, nametag, and closed toed (and heeled) shoes. Yes | No | X | | X | | X | | X | | X | | 3. Were you acknowledged (verbally/non-verbally) when you approached the staff? 4. Was the employee wearing an A.S. name badge? 5. Was the employee wearing a uniform? 6. Were you greeted promptly? 7. When leaving from the encounter, did the employee acknowledge you? 8. If you answered no to any of the questions above, please describe the situation below: ------------------------------------------------- We expect: open posture (unfolded arms, standing up while talking, and visibility; no slouching), smile, eye contact, no sarcasm, no inappropriate conversations, no cell phone usage, and undivided attention from staff during encounters with our members. * Did the...
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...Feedforward interview is a tool that is used by the supervisor and the employee together in order to identify the behaviors and skills that an employee possess in an effort to gain the best performance from the employee (Agiunis, 2013). Feedforward interviewing is a great tool that allows the management and employee to work together to figure out what the employee is excelling at and what areas need improvement. In my opinion, this type of interview promotes unification and team work in an effort to enhance and promote the best possible employee performance level of all employees. The feedforward interview is composed of three steps: producing a success story, identifying success factors, and using the past to forecast the future (Aguinis,...
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...evangelism project 1. This Servant Evangelism Report must document TWO true, face-to-face encounters a. (not a virtual encounter – via www, email, IM etc) with unbeliever in a setting in which you served them unconditionally. The servant evangelism encounter must take place within the semester that the student is enrolled in this particular course. 2. The three P’s to Servant Evangelism- b. P- PERSONAL: These 2 encounters must be personal- face to face- encounters done within this semester. c. P- PRACTICAL/PHYSICAL: In both of these encounters you must meet the physical needs of another individual. Even though prayer, and bible study are essential to the Christian life and growth. These are unacceptable forms of servant evangelism and do not meet the requirements of this assignment. This assignment is for you to meet the physical needs of another individual (Matthew 25:31-46; James 2:14-20). (SEE end of document for a list approved, and unacceptable Servant Evangelism projects.) d. P- PENNILESS: In both of these servant evangelism encounters you may not receive money for your work. This must be a free service to those you are serving. NOTE: All servant Evangelism Papers will be graded by the 3-P system (see above). If your assignment does not fulfill the three P’s it will receive a grade deduction. 3. The point of the service is to share the love of God with them in a non-threatening way. The rule-of-thumb on papers...
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...Abstracts: Tourism Development Journal, Vol. 8. Issue 1, September 2010 Status of MICE Venues and Services in National Capital Region – A Study of Service Providers Opinion Manjual Chaudhary and Surjeet Kumar Abstract Meeting, Incentive, Conference, Exhibitions (MICE) is a niche business for the specialized clientele and services it offers. Globally it is growing at fast rate and India too is following at 15% to 20 % annual growth. Promotion of a destination; a city, hotel or resort as a MICE venue requires infrastructural facilities backed by support services. Infrastructural facilities involve connectivity, water supply, power, telecommunications etc. at macro level and at micro level facilities such as technical services, display, manpower, computer & audiovisual etc . The facilities at the macro level are provided by the government, when it identifies a city as MICE destination. Government of India (2007) plans to develop golden triangle cities of Delhi, Agra & Jaipur as MICE destinations. Further micro level facilities are created by hotels, travel agents, airlines, event management companies, convention centres, transport companies etc. This paper attempts to assess MICE venues and services of NCR region through a survey of hotels, travel agents, event management companies, conference venues and airlines as these are the prime players in the organization of MICE events. Key Words: Business Tourism, MICE, Event Management. ---------------------------------- Congress Tourism...
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...Florentine Codex Translation The Florentine Codex has four version available to read. The original Nahuatl version, Spanish, English from spanish translation, and the new English from Nahuatl translation. Among these four versions, they both discuss the same story line without much variation. But it's the small differences in the Old vs New English that create interesting difference that change certain details and emotions. The new direct Nahuatl translation is of course the more true and preferred version for accurate information. But between these two versions you can see the errors that are constantly being made and the pieces of information that are essentially lost in translation. This can as well compel other historians to revise translations of other important historical documents seeing what type of mistakes and miscommunications can be possible. One of the small details that was found different was about the status of the nobility versus Montezuma, specifically the event where they all meet the new coming Spaniards. In the older English version, is just mentions the nobility alongside Montezuma. This can be misinterpreted as the nobility and Montezuma are of equal ranking with no one being on top of each other on the hierarchy scale. Thanks to the new English version, there is a clarification made that when they all meet the Spaniards, it's Montezuma and Montezuma's rulers and nobles. This adds a new possessive detail in which Montezuma essentially controls these...
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...have supposedly seen something out of the ordinary. There have been reports of unidentified flying objects (UFOs) all over the world and even reports of people being abducted by strange beings. Are people making all this up or are they really seeing something from another world? In the article “Extraterrestrial encounters: UFOs,” Alexander Geppert, an Emmy Noether Research Group Director at Freie Universitat Berlin, contends that people throughout the country and around the whole world have seen UFOs. The size of the UFOs seen can vary from eyewitness to eyewitness. The first UFO sighting occurred on June 24, 1947. While flying his plane, pilot Kenneth Arnold reported seeing nine objects, glowing bright blue-white, flying in formation over Washington State’s Mount Rainier.After the Arnold sighting, a “reputed” UFO crash in Roswell, New Mexico occurred on July 8, 1947; this crash is known as the Roswell incident. Reported UFO sightings in Great Britain, North America, Japan and Eastern Europe, all within weeks of each other, showed a global phenomenon. People refer to these sighting as the “First Waves” of UFOs. Immediately following these encounters from 1947 to 1953, UFOs invaded popular culture; they were everywhere from movies to music. Movies portrayed UFOs as flying discs and aliens were pictured with small bodies, huge heads and big eyes. According to Geppert, “Science continue[d] to struggle: Are we alone in the universe? Some believed that, in the future-saturated...
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...Alien Existence There are a lot of things in this world that go unexplained. Not anymore, it was all aliens, everything you can’t figure out like, “Where does one sock go when I do the laundry?” Aliens. Earth has been very much impacted by aliens in its short history. Everything from supplying life-giving chemicals and wiping out the dinosaurs with meteorites to influencing human culture and evolution. The whole world is full of evidence that aliens exist, even though it is usually denied and ignored by the government and academics. This paper will give a short investigation of extraterrestrial events and evidence. Ancient people, especially their huge structures and exciting grip of mathematics and astronomy, have always attracted human kind. For example, the Sumerians were aware of Pluto as early as 5,000 bce, seven thousand years before it was discovered by Clyde W. Tombaugh in 1930. The first written evidence of extraterrestrials was discovered in 1935 by Prof. Tsum Um Nui of the Academy of Prehistoric Research in Beijing who found a stone disk in the cave part of the Baian Kara Ula Mountains near Tibet. The stone disk was buried with a group of humans with delicate bodies and weird large skulls. At first they were thought to be apes, Prof. Um Nui was rumored to have said “Who ever heard of apes burying each other?” They ended up finding 716 disks but the Chinese government would not let any more research be done until a Russian, Dr. Saitsew, examined them and wrote a...
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...To Infinity and Beyond until Across the Universe Have you ever wondered if there are any extraterrestrial life forms in the universe? An extraterrestrial is defined as life that does not originate from Earth. It is often also referred to as alien. “Alien” is a very familiar word even though many of us have never met or seen them. They are in TV or movies, and especially the Hollywood productions love to make movies about extraterrestrials. For example, ET (1982) is one of the famous SF movies. The alien, ET is very friendly to people, and it has an ability of making object flying. Since they are only a part of blockbuster movies, most of times people are careless about aliens; however, there are many incidents that show they are real. There are three significant signs that prove they are real such as we are able to suspect another life form in an infinite universe, have UFO sighting everywhere in the world, and have experiences of many people’s alien abduction. First, there must be another life form among the limitless galaxies. Since the universe began in the Big Bang about 15 billion years ago, it has constantly expanded. Therefore, the universe is infinite and Earth is just considered like a grain of sand. The universe is divided into two parts; the observable and the non-observable. There are countless planets and solar systems in the observable universe. Is it true that the Earth is the only planet where life exits in the infinite universe? If there are sunlight and...
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...The theatrical film, The Fourth Kind, addresses the prospects of aliens through a basis on real events occurring in Nome, Alaska in 2000. The plot line follows Dr. Abigail Emily Tyler and her professional experiences with patients claiming alien abduction. The film begins with Tyler recounting a personal experience of her husband’s supposed murder that occurred in August of 2000. The Fourth Kind then takes focus on Tyler’s professional career as she tapes hypnotherapy sessions with patients experiencing a similar account of events. The correlation is summed up as a white owl staring at the patients through their windows each night. While under hypnosis, two of the patients describe similar stories of the creatures attempting to enter their homes. In addition, the film portrays one patient killing himself and his family after undergoing hypnosis. Following similarities in the individual’s stories, Tyler suspects the patients were abducted by aliens. The plot thickens as a patient requests Tyler to hypnotize him, which results in the disturbing act of him hovering above his bed while a voice informs Tyler to end her study. To further complicate the scene, the patient is paralyzed resulting from the hypnosis leading to Tyler being placed on house arrest. While confined, police camera footage shows a large dark object flying above the Tyler household and the officer describes people being pulled from the home. Tyler then claims that her daughter Ashley had been taken, however she...
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...07-05-13 ENG111 K. Courage I believe courage is something that comes from deep inside oneself. I feel everyone has courage and uses it at different times and in different ways. I think most of the tales,stories and movies that we and our children are raised on have heroic and inspirational themes. The Bible tells of David battling Goliath, and The Wizard of OZ tells of the cowardly lion who must find courage to face the witch. There are other forms of courage such as when Martin Luther King and Nelson Mandela spoke out against injustice, or people like Steve Jobs and Walt Disney took huge financial risks to follow their dreams. Courage ranges from physical strength to mental stamina. There are probably more kinds and examples of courage than what I'm going to talk about,but I'm just going to touch on a few. The first kind of courage is overcoming fear,so you can do what needs to be done. It could be something as small as overcoming the fear of speaking in public. Whatever your fear, it will take courage to face that fear. Fear of failure kept me from going back to school and furthering my education. Finally,at age thirty-eight, I overcame my fear and returned to school. I regret not doing it sooner. Nelson Mendela once said” I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who...
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...The Mystery Behind the Spiritual Alien Agenda Beryl King 12 March 2012 The Search for Earth-like Planets December 5, 2011 must have been an exciting day for astronomers all over the world as NASA announced to the public the discovery of an Earth-like planet potentially able to support life. The planet, 2.4 times the size of the Earth, is six hundred light-years away in what astronomers call the “Goldilocks Zone”, an area in which a planet has an ideal temperature because of its distance from a star. It orbits around a star similar to the sun of the Earth, and the temperature of its surface is habitable at 77 degrees Fahrenheit. Scientists are hopeful that this planet might possess water and land, but they are not sure as of the moment if the majority of it is made up of solid, liquid or gas (Bloxham). Kepler 22-b is just one of the extrasolar planets observed by NASA that has a probability to be inhabited by extraterrestrial life forms. Since 1960, NASA has funded different exobiology projects, including Search for Extraterrestrial Intelligence (SETI), in hopes that astronomers can find evidences of life in outer space. Thinking that extraterrestrials would likely leave something behind to signal other intelligent beings during their exploration, astronomers of SETI previously tried to detect interstellar probes to be able send messages back to them, but until now, none have been discovered. Despite this, scientists working on SETI have not given up, focusing more on...
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...What is friendship? Friendship is a relationship between one person and other, that he/she likes. He/she treat them special and better than other that he/she does not like. of Friendship helps people connect each other. It can bring people the joy of sha ing secrets and shoving problem when they can not talk to another person. Friendship can fall into three kinds: true friendship, deceitful friendship, and self-conceited friendship. First of all, true friendship is the real meaning of caring for a person whom you call your best friend. They are sympathetic with you when you have troubles in your life. They also bring happy to you and help you to become a perfect person. . You can sh re your experience with them. In our life no one is perfect, so you need learn a lot of different ideals from others. If you know to listen their ideas, you are more useful in the big society. True friendship come to you with a trustful heart. They do not care about your background family, education, and so on. For instance, when I first came to the US, I did not have any relative or friends. I was homesick and really wanted to come back to Vietnam. At that time, Hoang, who is my new neighbor came over to y house and helped my family a lot things such as helping us fill out some kinds of forms, giving a ride when my family needed to go to a hospital for health examinations, and vice versa. Since that time, he became my best friend. I could share with him a out my concerns like how to deal with...
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