The Bay, Mayfair Mall, Jewellery Department June, 25, 2013, 5pm Chapter 7, Service Recovery:  Service Failure, p.180 Provide Appropriate communication, p.191 Supply adequate explanations p.192 Chapter 12, Customers role in service delivery Promoting the company, word of mouth p.364 Price of Service: return of jewellery valued at $400 I went to The Bay trying to […]

Opa! Restaurant, Mayfair Mall  July 17th, 2013 5:30pm Price of Service: 2 meals= $24.00 Chapter 11 Topics Transporting a Service Culture (p.314) Employee Satisfaction, Customer Satisfaction, and Profits (p.318) Develop People to Deliver Service Quality (p.330) Retain the Best People (p.334) After a bit of shopping at Mayfair mall, my boyfriend and I headed to […]

JK’s Bicycleitus, Bicycle Store Date: June 22, 2013 3pm Chapter 3 Topics: Service Expectations P.52 Zone of Tolerance P.56 Personal Service Philosophy P.58 Situational Factors P.60 Past Experience P.64 The cost of the service was $175.00 for 2 bicycle tune ups and replaced sprocket Description: My boyfriend and I recently decided to get into biking […]