Differentiate between the procedural aspects and convivial ...

[Brittanyd9008]

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?

[sabina576]

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]

Gracias!

[smrtceo]

Thanks for the timely response, appreciate it