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A service encounter is that period of time during which the customer and the service firm interact in persona over telephone or through other media (Shostack 1985). Essentially, a service encounter has been defined as a social interaction involving one human being interacting with another (Czepiel et al.1985)
There are various aspects of service encounters have been investigated in a number of service industries, including retailing industry, hospitality industry, financial industry, insurance company, there were some “good” and “bad” experiences through the journal entries.服务遇到的是那段时间，在此期间，客户与服务公司在人物互动，通过电话或通过其他媒体（顾客反应1985）。从本质上讲，已被定义为一个涉及人类与的另一个（切皮耶尔等al.1985相互作用的社会互动的服务遭遇）
有各方面的服务接触已经在一些服务行业，包括零售业，酒店业，金融业，保险业公司调查，也有一些“好”与“坏”的经验，通过日记条目。
In this report will discuss six services encounter, has analysis the ways of provide high quality service to customer from different industry. Also the factor affect the service outcome and what are the reasons that make the service encounter successful or failed. Finally find out the way to manage the problems so that can boost customer service levels and customer satisfaction.在这份报告中，将讨论六大服务遭遇，分析了来自不同行业的客户提供高品质的服务的方式。另外的因素影响服务的结果，，服务遭遇成功或失败的原因是什么。最后找出问题的方式来管理，这样可以提高客户服务水平和客户满意度。

Customer judging service quality based on customer perceptions of the service. Service leading organisations profit some of them leading to profits through variable in the domain of Marketing
High service quality can maximise retention of existing customer as well as attract new customer.
Among the six service encounter there were some good experiences: Sovereign Hill Lodge; locus cafe and RACV. According to the service journals that show their services have met the expectation of customer in different way, and customer is more likely go back to those service providers.判断客户的服务质量，基于客户感知的服务。他们中的一些服务领先企业的利润导致的利润通过变量域营销，
服务质量高，可以最大限度地保留现有客户和吸引新客户。
其中六个服务遭遇，也有一些好的经验：疏芬山大堂吧;座位的咖啡厅和RACV。据显示以不同的方式，他们的服务满足客户的期望，客户更有可能回到那些服务提供者的服务期刊。



Table of contents:
Introduction 1
Expanded marketing mix for services 2
Gap model analysis 3
Expanded marketing mix for services (cont.) 4
Gap modal analysis (cont) 4
Conclusions 6
Reference: 6
Appendix 7


Reference:
(Valarie A.Zeithaml Mary Jo Bitener Dwayne D, 1996)
Valarie A.Zeithaml Mary Jo Bitener Dwayne D, G. (1996).https://www.51lunwen.org/marketing/ Services Marketing- integrating customer focus across the firm 2006. McGraw-Hill .
Weber, B. S. (2007). service encounter. 
James L. Walker, (1995) "Service encounter satisfaction: conceptualized", Journal of Services Marketing,

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