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 237 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
Great answer, keep it coming :)

ghepp

  • Member
  • Posts: 361
Reply 3 on: Yesterday
Excellent

« previous next »
 

Did you know?

Hyperthyroidism leads to an increased rate of metabolism and affects about 1% of women but only 0.1% of men. For most people, this increased metabolic rate causes the thyroid gland to become enlarged (known as a goiter).

Did you know?

Stroke kills people from all ethnic backgrounds, but the people at highest risk for fatal strokes are: black men, black women, Asian men, white men, and white women.

Did you know?

The term pharmacology is derived from the Greek words pharmakon("claim, medicine, poison, or remedy") and logos ("study").

Did you know?

The toxic levels for lithium carbonate are close to the therapeutic levels. Signs of toxicity include fine hand tremor, polyuria, mild thirst, nausea, general discomfort, diarrhea, vomiting, drowsiness, muscular weakness, lack of coordination, ataxia, giddiness, tinnitus, and blurred vision.

Did you know?

Congestive heart failure is a serious disorder that carries a reduced life expectancy. Heart failure is usually a chronic illness, and it may worsen with infection or other physical stressors.

In 2013, Americans learned that the federal government massively surveys their phone calls and e-mai In 2013, Americans learned that the federal government massively surveys their phone calls and e-mai
A visually impaired patient is assisted by a service dog. A visually impaired patient is assisted by a service dog.
Bank teller assisting with customer service. Bank teller assisting with customer service.
Covering the interior as soon as the vehicle comes in for service helps improve customer ... Covering the interior as soon as the vehicle comes in for service helps improve customer ...
When the service work is completed, the hoist should be raised slightly and the safety released ... When the service work is completed, the hoist should be raised slightly and the safety released ...
The malfunction indicator lamp might be labeled “service engine soon,” which can cause ... The malfunction indicator lamp might be labeled “service engine soon,” which can cause ...
Video: Primate Evolutionary Tree Animation

For a complete list of videos, visit our video library