In regards to services encounter journal a few points to remember for this assignment are:
The journal should document a succession of service encounters with a single service provider. The number of encounters you document will depend on the type of service provider. For example, if you choose the bus service you use every day, you may detail 5 or 6 different encounters. If you choose a service provider that you use less frequently or that you have just begun using (eg. a hairdresser) you may use less encounters.
The encounters do not have to be face-to-face. There may a service provider that you have only had contact with through impersonal channels, such as online or over the phone and some service encounters may involve self-service elements (eg. ATM or self-service checkouts).
Please ensure that you integrate relevant theory into your analysis. Gathering and description of facts will not suffice for the analysis. You must use marketing theories and models to underpin your assertions and to assist you in comprehensively discovering the issues.
You can write this assignment in first-person (using “I”) or third-person address (using “the author” or “the customer”). Please choose whichever you are most comfortable with.
The post Topic: Service and Relationship Marketing Management
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