Service Encounters

2206 words 9 pages
Assignment 2 – Service Encounters
GSBS 6015

20/03/16
Salam Abbas - C3261695
Lauren Romano - C3246958
Asma Suhail - C3238999

Executive Summary
This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfaction and disappointment highlighted in the report are assessed in accordance with the three additional elements of the services marketing mix established by Boom and Bitner (cited in
Bitner, 1990). These elements include: physical evidence, people
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2.3. Convenience ................................................................................................................................ 7
2.4 Customer service .......................................................................................................................... 8

3. Implications and Recommendations .....................................................................................9
4. Conclusion ............................................................................................................................ 10
5. References ........................................................................................................................... 10

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1. Introduction
This report explores the performance reviews of Sir Stamford at Circular Quay Hotel in
Sydney. The assessment of this service provider is carried out based on 1414 customer reviews on Expedia and 1474 reviews on TripAdvisor. Although 96% of Expedia reviewers have recommended the hotel to potential customers (Expedia, 2016), and 91% of
TripAdvisor customers have rated it above average (TripAdvisor, 2016), several key issues and valuable service considerations are drawn from the 1-2-star rating reviews on both websites. Accentuated points of both satisfaction and disappointment are derived from the additional three elements

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