¶ … 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...

It includes face-to-face, personal but distant, and electronic. The three service encounters are all face-to-face customer interfaces. Style is a part of face-to-face interactions. The manner in which something is expressed and what is communicated plays a role in customer retention. A customer will judge service based on what they perceive in expectations…