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墨爾本essay代寫

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In the evaluation of services, two aspects will be focused on by me. In the first place, whether the promises of the organization have been put into practice will be evaluated. Sometimes, if the promises of the organization could not be put into practice, the customers would feel angry even if the service quality of the service organization is not bad (Bitner, 1995). In addition, the comprehensive feelings in the consumption will be evaluated.   
 
l  Service encounter
When I checked in, I asked the waiters about the room ordered by me. The waiter stated that the room ordered by me had been occupied by other customers. Astonishingly, the waiter argued that the hotel never ensure that the customers ordering on the Internet could check in successfully. In general, the hotel did not recognize their mistakes in the work and apologize to me. Seriously, it is eleven o’clock in night when I reached this hotel. Hardly could I find another hotel easily in the outskirts of a city. Therefore, under this environment, I had no choice but to order another room in this hotel. However, the waiter said there were no standard rooms and discount rooms at that time. In other words, I had to order the deluxe room with high prices. After checking in, I found that the quality of the so called “deluxe room” is not so good. I argued with the managers of hotel about the quality in my room. However, I could not get satisfying answers In this case, the incident was serious. According to the classification of four themes of service encounter satisfaction/dissatisfaction, my encounter could be viewed as the unsatisfactory encounter in Theme 1, recovery.    
 
l  Future service behavior
The irresponsibility of this hotel caused a lot of troubles to me. In my future patronage of the hotel, three important factors will be taken into consideration by me. In the first place, the employees of the organization could answer the questions of the customers politely and solve the problems faced by customers effectively (Zhang & He, 2012). In addition, the service organization should respect the rights and benefits of the customers and should not cause problems to the customers due to their own mistakes. Especially, when there are some conflicts between service organization and the customers, the organization could evaluate the situations from the perspectives of the customers. Thirdly, the quality of service offered by the organization should relate with the prices organization charge for the customers. If not, the poor service quality will decrease my satisfaction, especially when the prices are relatively high.  
 

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