Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers’ Emotions and Satisfaction

The consumer experience in a service encounter is absolutely critical to the prolonged success of an organisation. Driggs (2008) explains that through the delivery of a superior service, a company can create a sustainable competitive advantage, and as a result, establish the roots of customer loyalty. Such loyalty is the direct outcome of personal interactions between employees and customers (Hennig-Thurau et al. 2002).

Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

The service encounter experience determines future levels of service and profit generated by the organisation. It is where emotions of the service user and the customer service representative meet in real time; most people judge service quality within the first few moments. Service is often described as ‘emotional labour’, because it demands service personnel to engage their emotions in their work in a way that a production line role does not. The science of customer service treats customer satisfaction as a function

Cornell Hotel & Restaurant Administration​ QuarterlyCornell Hotel & Restaurant Administration​ QuarterlyCornell UniversityTradeMagazine/JournalBusinessTravel industryCOPYRIGHT 2002 Cornell​ University0010-8804Copyright 2002, Gale Group. All rights​ reserved.200204012002April432Arnett, Dennis B.Laverie, Debra A.McLane, Charlie87(10)Arnett, Dennis B.^Laverie, Debra A.^McLane, CharlieUsing job satisfaction and pride as internal-marketing​ tools. (Human Resources).9911210Motivational

The service experience includes four different aspects that must be understood before analyzing the experience: services setting, the service workers, the service customers, and the service process. The

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The Remington restaurant, located in Tampa Florida, wanted to better understand their customer’s views and opinions of the restaurant by using a survey method. This method would reveal the perception of the customer to see what category the Remington restaurant is in, what performance the customer expects, and how satisfied the customers are when they leave the Remington

1. INTRODUCTION 2. CLEANLINESS 3. REAL WELCOME & THANK YOU 4. HOSPITALITY GESTURES 5. CUSTOMER COMPLAINTS & RECOVERY 6. SECURITY 7. GOOD COMMUNICATION & FOLLOW-UP 8. BIRTHDAY PARTIES 9. LOCAL STORE MARKETING (LSM) 10. PRODUCT AWARENESS AND COMPANY INFORMATION 1 11 28 32 37 42 50 56 58 64

It has come to my attention that the staff at Boomer’s Country Kitchen needs to improve its customer service and revamp the training of current and future employees. To resolve this problem Boomer’s Country Kitchen executives and managers have reached out to professionals who can implement better training programs and hiring procedures. Included in the training will be an assembly on presentation value, table aesthetics, sensory perceptions, hygiene purity, and vehicle convenience, which will enhance Boomer’s Country Kitchens status as a casual dining restaurant (Lee, 2016). There is a statistically significant relationship between the service factors and the satisfaction of the customers (Lee, 2016). With the addition of those presentations

Although we wont be dealing with a themed restaurant the same ideal can be applied to a run down and in need of renovation restaurant. In a customer’s head if they don’t like the ambiance of the place they may not have the same experience even though the quality of service would be the exact same. A customer’s mind and influence can fluctuate so much simply based on the ambiance. Without the customers even realizing it they may not have as pleasurable of a time with a non-renovation place versus a renovated place, this in turn hurts the restaurants amount of returning customers and even amount of tips a customer could

In addition, according to Fantastic Man Magazine (2014), defined full experience are predicted while customer eating out. It is not simply the food itself, unquestionably cater good ambience. Good cafe ambience is relying upon numerous elements which included lighting, layout and seating, music playing, food serving and insulation system to form a good environment to customers. According to Schmidt (2010) as cited in Ciani (2010), defined sensory experience is achieved by tackling the sense of sound, touch, taste and smell. It is stated in the experiential marketing, customer experience are divided into five types which is sense, feel, think, act and

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

In the hospitality industry, which essentially comprises both a production and a service aspect, the creation and provision of services from the hotel to the customer are primarily achieved through the employee, i.e., the hotel’s representative. In this sense, the employees essentially

Unpleasant waiting experience might accompany with customers go through the whole service process, which could lower the overall evaluation of service quality easily. Not only the queuing experience, a number of studies also investigated that queuing time in a service organization significantly influences consumer satisfaction. In general, increasing in waiting time is associated with decreasing in customer satisfaction (Katz, M.Larson & C.Larson, 1991). The graph (Dube, Renaghan & Miller, 1994) below shows the effect of waiting time on customer satisfaction in restaurant industry, and suggests that most consumers do not satisfied if the waiting time is longer than 8 minutes. In addition, another study (Jones & Dent, 1994) examined that 70% of respondents considered waiting time as a major