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摘要:留学生经济学之服务业经济论文范文-Research has shown that service industries generate over wot-thirds of GDP and employment......

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

Introduction
“Services are going to move in this decade to being the front edge of the industry” (Louise V.Gerstner. 2010 IBM CEO).
Research has shown that service industries generate over wot-thirds of GDP and employment. Nowadays service industry play an important part of the economy essay that cerates services rather that tangible objects.
A service encounter is a period of time during which customer interact directly with a service. It is also called as "Moment of Truth"
High quality service drives to customer satisfaction, this will lead to profit to the organisation.
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.
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.
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.


Expanded marketing mix for services
Services are performances; frequently produce by humans, the factor “people” participating in the delivery of a service, it influences the buyer’s perceptions of the service. (Valarie A.Zeithaml Mary Jo Bitener Dwayne D, 1996)
In hospitality industry is more likely experience-derive service. In sovereign hill lodge, customer was greeted by a warm receptionist by the time get there, and orientated with a clear instruction of the tour program and showed customer the room location on a map and available parking area.  

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