英语论文网

留学生硕士论文 英国论文 日语论文 澳洲论文 Turnitin剽窃检测 英语论文发表 留学中国 欧美文学特区 论文寄售中心 论文翻译中心 我要定制

Bussiness ManagementMBAstrategyHuman ResourceMarketingHospitalityE-commerceInternational Tradingproject managementmedia managementLogisticsFinanceAccountingadvertisingLawBusiness LawEducationEconomicsBusiness Reportbusiness planresearch proposal

英语论文题目英语教学英语论文商务英语英语论文格式商务英语翻译广告英语商务英语商务英语教学英语翻译论文英美文学英语语言学文化交流中西方文化差异英语论文范文英语论文开题报告初中英语教学英语论文文献综述英语论文参考文献

ResumeRecommendation LetterMotivation LetterPSapplication letterMBA essayBusiness Letteradmission letter Offer letter

澳大利亚论文英国论文加拿大论文芬兰论文瑞典论文澳洲论文新西兰论文法国论文香港论文挪威论文美国论文泰国论文马来西亚论文台湾论文新加坡论文荷兰论文南非论文西班牙论文爱尔兰论文

小学英语教学初中英语教学英语语法高中英语教学大学英语教学听力口语英语阅读英语词汇学英语素质教育英语教育毕业英语教学法

英语论文开题报告英语毕业论文写作指导英语论文写作笔记handbook英语论文提纲英语论文参考文献英语论文文献综述Research Proposal代写留学论文代写留学作业代写Essay论文英语摘要英语论文任务书英语论文格式专业名词turnitin抄袭检查

temcet听力雅思考试托福考试GMATGRE职称英语理工卫生职称英语综合职称英语职称英语

经贸英语论文题目旅游英语论文题目大学英语论文题目中学英语论文题目小学英语论文题目英语文学论文题目英语教学论文题目英语语言学论文题目委婉语论文题目商务英语论文题目最新英语论文题目英语翻译论文题目英语跨文化论文题目

日本文学日本语言学商务日语日本历史日本经济怎样写日语论文日语论文写作格式日语教学日本社会文化日语开题报告日语论文选题

职称英语理工完形填空历年试题模拟试题补全短文概括大意词汇指导阅读理解例题习题卫生职称英语词汇指导完形填空概括大意历年试题阅读理解补全短文模拟试题例题习题综合职称英语完形填空历年试题模拟试题例题习题词汇指导阅读理解补全短文概括大意

商务英语翻译论文广告英语商务英语商务英语教学

无忧论文网

联系方式

service encounter

论文作者:留学生论文论文属性:短文 essay登出时间:2010-05-29编辑:steelbeezxp点击率:5265

论文字数:4867论文编号:org201005292237058786语种:英语 English地区:加拿大价格:$ 22

关键词:service encounter

Introduction
Service, as one of the factors of Marketing mix, is really drew attention by people in the late 80s of this century. As Bateson (1977) said, "The service marketing literature generally has been concerned from listing the difference between service and products." At this time, because of the development of science, improvement of social productivity, promotion in industrial and production specialization, the degree of product service is more and more intensive. On another hand, seller market turns into buyer market with the improvement of labor productivity. The demand of customers gradually changes with the increased level of consumer income. The demand level also increases and develops in diversity. In the full understanding of consumer demand, marketing service is the series of activities which the purpose is to adequately meet consumer needs.
Service encounter is refers to service agencies or service personnel in contact with customers. In service encounter, influences of customer service perception is the most direct and most important. During the contact with service agencies and service personnel, customers is indeed in perception of services' content, features and functions. Therefore, service encounter also refers to moment of truth (Bruce G. Bodaken, 2008). Perception of service finishes at every true moment. Service can be seen everywhere. For example, when travelers arrived at hotel, doorman says hello to travelers, reception members make registration for them and housekeeping staff make a direction for them. Even all facilities in the room, restaurant environment and all those things can have influence on perception of service quality.
McCarthy (1960) first mentioned four elements of marketing mix. That is who all known--4P's: product, price, place and promotion. Afterwards, Booms and Bitner (1981) put forward that the augmented marketing mix. Add 3P in the base of 4Ps'. That is people, process and physical evidence. Many service marketing scholars are in favor of this point of view. In the early 1990s, North Carolina University's professor Robert F. Lauterborn raised 4Cs marketing theory--consumer, cost, convenience and communication.
In this essay, it will review four service marketing theories that I selected. Following this, it will discuss organizations' service and experience of theirs service. At last, this essay will make a conclusion of the main points.

1. Literature review
1.1 The service encounter triad by Bateson
1.2 The attributes of service encounter
1.1.1 The generalized service encounter
1.2.2 Classification of service encounter
1.3 7Ps Services Marketing Framework by Booms and Bitner
1.4 Customer satisfaction with service encounter involving failure and recovery
1.4.1 Service failure
1.4.2 Service recovery
2 Discussion section
2.1 My encounters of the best and the worst service
2.3 Perception of a service encounter
2.4 Three most important actions managers should take
2.4 The application of these experience
4 Conclusion

Reference
Bateson J. (1977). Consumer performance and quality in service. Managing Service          
   Quality, 12, 206-209(4)
Berry and Parasuraman, (1991). Service quality: recent developments in financial   
   services. International Journal of Bank Marketing. 28 (3), 56- 67
Booms and Bitner. (198论文英语论文网提供整理,提供论文代写英语论文代写代写论文代写英语论文代写留学生论文代写英文论文留学生论文代写相关核心关键词搜索。

共 1/2 页首页上一页12下一页尾页

相关文章

英国英国 澳大利亚澳大利亚 美国美国 加拿大加拿大 新西兰新西兰 新加坡新加坡 香港香港 日本日本 韩国韩国 法国法国 德国德国 爱尔兰爱尔兰 瑞士瑞士 荷兰荷兰 俄罗斯俄罗斯 西班牙西班牙 马来西亚马来西亚 南非南非