¶ … Marketing
Walmart
Type of Service (Profit, not-for-profit, public service, routine, rare
Profit
Date, time, length, and precise location of Service Encounter:
March 1, 2013, 7am. 30 minutes
What did you choose to mystery shop this particular organisation (purpose, location, choice of provider, expectations)?
convenience
Exactly what did you and the employee(s) say and do?
Ask the employee where I could find Lava soap. She took me to the where it was located and told me if I need more help to let her know.
Describe and analyse the physical location, surroundings, decor, and general atmosphere of the outlet where the encounter took place:
Clean, friendly atmosphere, fairly clean parking lot
What could you and/or the employee(s) have done to increase the level of satisfaction? What improvements need to be made to this Service Encounter?
Ask if there was anything else the customer needed.
How likely is it that you will return to this Service Provider?
Extremely Unlikely...
...Extremely Likely
1?
2?
3?
4?
5?X
Identify and closely apply three (3) marketing models, theories, or concepts (or 'parts of' models, theories or concepts) that we have studied which are appropriate to this Service Encounter:
Describe and analyse the physical location, surroundings, decor, and general atmosphere of the outlet where the encounter took place:
Clean, some clerks friendly, some preoccupied, decor looked good
What...
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Customer Management Description of the Business I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple -- banh mi is a Vietnamese sandwich on a baguette. They are usually quite affordable, often coming in a price point lower than the big sandwich chains. The name of the chain is going to be Uncle Ho's Banh Mi, with a tongue-in-cheek Uncle Ho as the
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(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the Revco Drug Store measured the number of complaints, to find out whether there had been
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