The Importance of Service Experience-Free-Samples for Students

Question: Discuss about the Importance of Service Experience and the difficulties in Management associated with it. Answer: Introduction This paper intends to look at the importance of service experience and the difficulties in management associated with it. In the day to day business environment, the service providers offer services to their customers. Each customers experience at the service counter or at the table in a restaurant situation is different. The way the hotel attendants handle cases, such as mixed up table reservations or having to break to the customer the bad news that all the tables available have been booked, defines each customers experience. Different attending employees have different methods of handling the customers. Some will first engage the customer in a brief conversation, making them feel welcome and valued while others go straight to the point, serve the customer without making them feel welcome a second time. Customers are pleased with good service and where they get to be engaged by the service provider. Significance of Service Encounter The opinion that a customer has towards a service rendered to them whether in a restaurant after a nice meal, or an airline after flying with it is called service encounter. The capability to meet the needs of the customer is entirely dependent on the service giver (Updhyay, Sharma 2014, pp.34). Immediately the customer gets to speak with the hotel attendant serving him or her, they start to assess their dining experience at that restaurant. Customers evaluate the level to which their satisfaction has been met in accordance to the service provider hence, even though the meal served to them is a delicacy and the waiter bring it to the table is rude, the customer will most likely conclude the entire dining experience was unpleasant. The restaurant business is competitive since at every corner there is a hotel or a fast food service system, therefore, the business owners strive to create business models without gaps that could be filled by upcoming entrepreneurs. The behavior portrayed by the service providers at the front line is critical to a customer's assessment of a service (Hassan 2013, pp.412). Thereby, a good service encounter is key to defeating competitors in the currently overpopulated marketplace. Employers are now hiring motivated, high performance and productive employees so as to improve the quality of services rendered to their customers. Due to the fast growth of the service department, customers have become stricter in the assessment of their service encounters (Ryu, Lee, Gon Kim 2012, pp.203). To counter this strictness, the service givers are more attentive to the surroundings, in other words, known as the services cape, and their general effect on the quality of the service offered (Ryu, Lee, Gon Kim 2012, pp.200). Research into services cape has shown that certain atmospheric characteristics have a straight forward impact on customer's feelings and fulfillment and also the behavior of the employee. Research has also shown that with good relaxing music playing in the background in a restaurant setting and beautiful decorations accompanied by a delicious meal the customers give positive opinions about their service experiences (Rankin, Senoadi, Bradshaw, Wiman, Bengtsson, Sharpe, Wentland, Claflin 2013, pp.34). Factors such as sweet smelling aroma to get the customer drooling even before he/she is served and well-arranged tables with glasses displayed in an orderly manner ensure the customer enjoys the night and leaves the restaurant satisfied. The customer also expects that the delivery of the service will be of good quality. The attendants in the restaurant are tasked with the duty to make the customer feel welcome during their interaction at the same time paying attention to them at the time they are making their order or asking for anything else. Analysis of the Managerial Implications In the current business environment, competition is one major challenge faced by every business except in cases of monopoly (Krishna, 2014, pp.45). The restaurant business is not any different. The managerial department in the restaurants has established that it's not enough to offer great meals or excellent atmosphere to the consumers (Krishna, 2014, pp.54). Customers have evolved to become more refined and their assessment of the general dining experience stretches beyond the physical environment thereby including the hotel attendants interaction with them (Oliveira, Thomas, Baptista, Campos 2016, pp.404). The customers have become overly cautious such that specific characteristics determine whether or not they are satisfied. The assumption that the atmosphere in the restaurant matching the food served and the type of design on the inside suiting the outside ensures more satisfaction for the customer, has certain implications for the managers which include; the consumers assess their experiences at a restaurant as a package. The service providers need to ensure that they meet the customers expectations of both the services cape and their delivery of the service. Secondly, keen consideration is required in deciding the right level of excitement brought about by the factors in the surrounding. Thirdly, the service providers at the restaurant can incorporate the unique external environment characteristics to create remarkable memories for the customer (Montaa 2017, pp.31). Fourthly, involving the customers in the sales process by the collecting their views on the quality of the services offered and the products. Finally, there is the need for a balanced equilibrium between the services cape and the main product of sale. In the event that more attention is paid to the physical environment and the service is neglected, the customers will not be satisfied. Conclusion The customers feelings and assessment of a restaurant are greatly affected by the surrounding environment and the quality of the service they receive. The customers perceive their experiences at a restaurant in a holistic version. The package includes the kind of food they are served how good it is and the atmosphere at the restaurant. Regardless of the competitive nature of the restaurant business, the key to succeeding is being able to identify all the needs of the customers and satisfying them (Eccles, Ioannou and Serafeim, 2014 pp.2835). Customers look for things such as how the waiter handled the customer's request, how good he/she was at delivering the service and also personal attributes such as warm smile, easy to interact with (Visser, 2014 pp.10). The first impression that a customer gets after interacting with the server dictates the opinion that he/she leaves the restaurant with that day. The success brought about by adopting the unique characteristics of the physical env ironment provides evidence that other business can utilize this strategy and succeed. Bibliography Oliveira, T., Thomas, M., Baptista, G. and Campos, F., 2016. Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, pp.404-414. Rankin, R.L., Senoadi, N., Bradshaw, K.C., Wiman, E.I., Bengtsson, R.J., Sharpe, B.L., Wentland, M.E. and Claflin, S., The Boeing Company, 2013. Customizable service space. U.S. Patent 8,519,824. Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), pp.200-223. Updhyay, Y. and Sharma, D., 2014. Culinary preferences of foreign tourists in India. Journal of Vacation Marketing, 20(1), pp.29-39. Prasad, H.A.C., Sathish, R. and Singh, S.S., 2014. Emerging Global Economic Situation: Opportunities And Policy Issues for Services Sector. Government of IndiaMinistry of Finance, New Delhi. Krishna, K., 2014. Analysing Competition in the Quick Service Restaurant Industry. Browser Download This Paper. Hassan, A., 2013. Perspective analysis and implications of visitor managementexperiences from the Whitechapel Gallery, London. Anatolia, 24(3), pp.410-426. Montaa, R.A., 2017. Corporate Sustainability and Responsibility 2.0: Moral Foundations and Implications. KRITIKE: An Online Journal of Philosophy, 11(1). Visser, W., 2014.CSR 2.0: Transforming corporate sustainability and responsibility. New York, NY: Springer. Eccles, R.G., Ioannou, I. and Serafeim, G., 2014. The impact of corporate sustainability on organizational processes and performance.Management Science,60(11), pp.2835-2857