AMB340 Service Marketing Essays

Overall, the most satisfactory encounter for me was the East Coast Car Rentals experience. In my opinion, as a hotel, out of hospitality, customers deserved the tangible services. In contrast, the solutions of the heterogeneity impressed me most in East Coast. Such a good service recovery, I felt tangibles, reliability, responsiveness, competence and courtesy. I forgot the service failure because of this good service recovery. I was extremely likely to go back to this service firm and recommend to other friends. III. Least Satisfactory Encounter As for the dissatisfactory encounter, Ray White Alderley was disappointed (see Appendix 3). First of all, according to the Flower of Service, billing is common to almost all services. Customers are disappointed with the inaccurate, illegible, or incomplete bills. In addition, they do not waste time later with corrections and refunds. In this encounter, Ray White Alderley took me 3 days to solve an easy bill problem. Based on this situation, the service recovery was not efficient. I could not feel the urgent reinstatement from it. Instead of telling me that the system showed I owe the money in the second expansion, I preferred they understood the situation detail by communicating with the colleagues. There was another