This topic contains a solution. Click here to go to the answer
« previous next »

Author Question: Differentiate between the procedural aspects and convivial aspects of service. Give one example of ... (Read 222 times)

Brittanyd9008

  • Hero Member
  • *****
  • Posts: 500
on: Aug 10, 2018
Differentiate between the procedural aspects and convivial aspects of service. Give one example of each.
 
  What will be an ideal response?

Question 2

Why do gaps in service occur?
 
  What will be an ideal response?


Related Topics

Need homework help now?

Ask unlimited questions for free

Ask a Question
Marked as best answer by a Subject Expert

sabina576

  • Sr. Member
  • ****
  • Posts: 356
Reply #1 on: Aug 10, 2018
Answer to Question 1

Procedural part of service consists of what is involved in getting the products and services to the customer and consists of incremental flow of service, timeliness, accommodation, anticipation, communication, customer feedback, and supervision. The convivial part of service refers to the visual and measurable behaviors of servers. These behaviors include attitude, body language, tone of voice, tact, name calling, attentiveness, guidance, suggestive selling, and problem solving.

Answer to Question 2

Management does not know what is important to the customers, management knows what is important but does not translate that knowledge into service standards, service standards are in place but employees do not practice them, and/or customers are promised a level of service that is not delivered.


Brittanyd9008

  • Member
  • Posts: 500
Reply 2 on: Aug 10, 2018
YES! Correct, THANKS for helping me on my review

jordangronback

  • Member
  • Posts: 339
Reply 3 on: Yesterday
:D TYSM

« previous next »
 

Did you know?

The lipid bilayer is made of phospholipids. They are arranged in a double layer because one of their ends is attracted to water while the other is repelled by water.

Did you know?

Elderly adults are living longer, and causes of death are shifting. At the same time, autopsy rates are at or near their lowest in history.

Did you know?

About 60% of newborn infants in the United States are jaundiced; that is, they look yellow. Kernicterus is a form of brain damage caused by excessive jaundice. When babies begin to be affected by excessive jaundice and begin to have brain damage, they become excessively lethargic.

Did you know?

When blood is exposed to air, it clots. Heparin allows the blood to come in direct contact with air without clotting.

Did you know?

Medication errors are more common among seriously ill patients than with those with minor conditions.

A recruiting poster for the “True Sons of Freedom” encouraged African Americans to enlist. In fact, A recruiting poster for the “True Sons of Freedom” encouraged African Americans to enlist. In fact,
Bank teller assisting with customer service. Bank teller assisting with customer service.
During their elderly years, men and women continue to exhibit aspects of the gender roles that they ... During their elderly years, men and women continue to exhibit aspects of the gender roles that they ...
Linesman’s pliers are very useful because they can help perform many automotive service jobs. Linesman’s pliers are very useful because they can help perform many automotive service jobs.
Types of ecosystem service vs. total global value per year Types of ecosystem service vs. total global value per year
A random sample of 87 airline pilots recruited by an airline service had an average yearly ... A random sample of 87 airline pilots recruited by an airline service had an average yearly ...
Video: Atrophy

For a complete list of videos, visit our video library