Service Encounter
Your Name: Journal Entry: #1
Name of Firm: Turkish AirlinesType of Service: Transportation services
Date of Encounter:Time Encounter Occurred: 7.30 PM
What specific circumstances led to this encounter?
Due to a Turkish Airlines flight delay at Ercan airport, I missed my connecting flight to London from Ataturk Airport in Istanbul
Exactly what did the firm/employee say or do?
When I approached the Turkish Airline employee in the Istanbul Airport and informed them of the situation, she was very apologetic and then offered to put me on the next available flight to London.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.)
1234567
extremely extremely
dissatisfied satisfied
What exactly made you feel that way?
I was extremely satisfied because she apologized for the inconvenience and took care of the issue at once.
What was your reaction? If you complained, did the service provider attempt service recovery?
I was mildly irritated at first, but that changed once I talked to the airline employee. I did complain and yes they attempted service recovery by apologizing and offering to put me on the next available flight.
What could the employee/firm have done to make you happier with the encounter?
I would say nothing really. I understand that service would not always be perfect due to situational factors. I was happy with the way everything was resolved in the end.
How likely is it that you will go back to this service firm?
1234567
extremely extremely
unlikely likely
Service Encounter
Your Name: Journal Entry: # 2
Name of Firm: Pegasus Airlines Type of Service: airline
Date of Encounter: Time Encounter Occurred: 8:00 p.m.
What specific circumstances led to this encounter?
My friend and I were flying from Istanbul to North Cyprus. I hurt my knee a week before the encounter and still had a wound. One of the passengers was passing by and she accidently pushed me forward while I was trying to give her way through the aisle. I banged myself over the seat and my wound started slightly bleeding.
Exactly what did the firm/employee say or do?
The flight attendant saw it and insisted on taking precautions. I was refusing it and saying I was fine, but she still brought all necessary first aid tools and processed the wound.
How would you rate your level of satisfaction with this encounter?
7
extremely
satisfied
What exactly made you feel that way?
The board attendant did what was not a task out of her job description and expressed an extra concern of customers. Sometimes that’s all we need – a little bit of exceeding our expectations – in order to be delighted with the service.
How likely is it that you will go back to this service firm?
7
extremely
likely
Service Encounter
Your Name: Journal Entry: #3
Name of Firm: TURKISH AIRLINESType of Service: AIRLINE
Date of Encounter:Time Encounter Occurred:7.00am
What specific circumstances led to this encounter?
My friend and I were travelling to North Cyprus. It was breakfast time and the cabin crew was serving the breakfast meal.
Exactly what did the firm/employee say or do?
The employee ignored us and served the people in front, beside and behind us.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.)
1234567
extremely extremely
dissatisfied satisfied
What exactly made you feel that way?
The employee deliberately ignored us. It was the second time he was doing so. The first time we thought it was a mistake. Then during this encounter we were now sure it was deliberate. We were the only Africans on the plane and his treatment made us feel racially discriminated.
What was your reaction? If you complained, did the service provider attempt service recovery?
I was livid. I called him on it and he spoke back to us in Turkish. I told him to speak in English as I had heard him speak to another passenger in English. He said he had not seen us. Then he recanted and said that he thought he had served us already. I alerted the head of the cabin crew. She apologized profusely and offered us anything to drink or take from the duty-free tray. Afterwards she personally served us throughout the flight.
What could the employee/firm have done to make you happier with the encounter?
The firm could have asked the employee to apologize to us. Then he should have come back and served us with the dignity we deserved. A free return ticket would have also softened us a bit.
How likely is it that you will go back to this service firm?
1234567
extremely extremely
unlikely likely
Service Encounter
Your Name: Journal Entry: # 4
Name of Firm: THYType of Service: Transportation
Date of Encounter:Time Encounter Occurred: 08.30
What specific circumstances led to this encounter?
In september, airports experience most crowded and busy times. It’s almost impossible to fly. Before I come to Cyprus while I’m doing my checkin, in the morning at the airport I was told that, I couldn’t fly because of ‘’overbooked’’
Exactly what did the firm/employee say or do?
They tried to explain the situation adding each company has right to sell ten or fifteen more tickets than airplane’s capacity. It means that every passenger come to airport, 10 or 15 fifteen people who buy tickets can’t fly.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.)
1 23 4567
extremely extremely
dissatisfied satisfied
What exactly made you feel that way?
I bought my ticket but on my ticket is says that my plane leaves at 16.00 means that I won’t be in Cyprus on the right time.I felt very angry because of the situation which I involve in.
What was your reaction? If you complained, did the service provider attempt service recovery?
I talked to the managers if I could fly much more earlier time before the next flight. Afterwards I complained, they gave me the guarantee that I wasn’t going to be victim because of the company faults. But it wasn’t enough for me to hear such kind of words.
What could the employee/firm have done to make you happier with the encounter?
The company could have kept their promise to book me for the next flight. While I was waiting next flight they provided me food and beverage service and free one way ticket. They were used to these kinds of events so they tried to be more sensitive and kind to my situation.
How likely is it that you will go back to this service firm?
1 23 45 6 7
extremely extremely
unlikely likely
Service Encounter
Your Name:Journal Entry:5
Name of Firm:Stansted AirportType of Service:Airlineservices
Date of Encounter:Time Encounter Occurred:15:00 p.m.
What specific circumstances led to this encounter?
At the end of my summer holiday in London, I went to Stansted Airport to go back to Cyprus.
Exactly what did the firm/employee say or do?
After I passed the line for passport check, I understood that I was quite late and tried to find out the gate number in the airport that I must follow to reach the plane but because of I became panic I couldn’t find it. That time I saw a security man and wanted help from him. He told me where the gate was but due to I was so panic, he didn’t leave me alone and took me to the gate.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.)
1234567
extremely extremely
dissatisfied satisfied
What exactly made you feel that way?
Fortunately, I met with him because otherwise if I tried to find, I may miss the plane. I was so happy and relaxed.
How likely is it that you will go back to this service firm?
1234567
extremely extremely
unlikely likely
1