BMKT3334 Service Marketing Service Encounter Journal And Pap

BMKT3334 Service Marketing Service Encounter Journal and Paper

Question 1given Below Are Account Balances For Charlie Companygross S Question 1given Below Are Account Balances For Charlie Companygross S Question 1 Given below are account balances for Charlie Company: Gross sales, $108,000 Sales returns and allowances, $6,000 Selling expenses, $12,000 Cost of goods sold, $54,000 Interest expense, $3,000 How much is the gross profit margin? (enter your percentage as a decimal rounded to two decimal places. Example - enter 46% as .46) Your Answer: 2. Question 2 merchandise is sold on account on January 16, terms 2/10, n/30, and recorded by debiting Accounts Receivable and crediting Sales for $2,000. If payment occurs on January 21, the journal entry would include a credit to? Sales Discounts for $40 Cash for $1,960 Accounts Receivable for $1,960 Accounts Receivable for $2,000 Your answer: Question 3 Merchandise was returned to a supplier. The goods were previously purchased on account. The goods had not been paid for and there were no discounts. Assuming a periodic system, what journal entry is needed by the purchaser to record the return? Debit Accounts Payable, and Credit Purchases. Debit Accounts Payable, and Credit Inventory. Debit Accounts Payable, and Credit Purchase Returns and Allowances. Debit Accounts Payable, and Credit Purchase Discounts. Your answer. Question 4 Apha Company provided the following data concerning its income statement: sales, $940,000; purchases, $461,000; beginning inventory, $270,000; ending inventory, $237,000; operating expenses, $108,000; freight-in, $5,000; sales discounts, $17,000; purchases discounts, $15,000; sales returns & allowances, $92,000; and purchases returns & allowances, $44,000. The data are complete and provide the basis for preparation of an income statement. How much is net income? Question 5 pha Company used the periodic inventory system for purchase & sales of merchandise. Discount terms for both purchase & sales are, FOB Destination, 2/10, n30 and the gross method is used.> Alpha Company sold on account $2,500 of merchandise to Bravo Company on May 2, 2016. Selling price was $4,000. Freight charges related to this transaction of $150 were paid by Alpha Company. > Bravo Company returned, to Alpha Company, $250 of this merchandise on May 3,2016. Merchandise was sold for $400. Use this information to prepare Alpha Company's General Journal entries (without explanation) for May 2 & May 3 entries. If no entry is required then write "No Entry Required." General Journal: Date Accounts Debit Credit May 2 May 3 Question 6 Alpha Company replenished a $500 petty cash fund. The petty cash box contained vouchers of $87 for postage, $173 for supplies, $58 for gasoline, and cash on hand of $180. The journal entry to reflect replenishment would include a: debit to Cash Short for $2 credit to Cash or $180 credit to Petty Cash for $2 credit to Cash for $318 Question 7 Annapolis Company's bank statement indicated an ending cash balance of $9,040. Alpha's accountant discovered that outstanding checks amounted to $965 and deposits in transit were $640. Additionally, the bank statement showed service charges of $25. What is the correct adjusted ending cash balance Answer Question 8 (8 points) Baltimore Company uses aging to estimate uncollectibles. At the end of the fiscal year, December 31, 2018, Accounts Receivable has a balance that consists of: Dollar Value Age of Account Estimated Collectible $175,000 120 days old 16% The current unadjusted Allowance for Uncollectible Accounts balance is a debit balance of $2,000 and the Bad Debt Expense accounts has an unadjusted balance of zero. After the adjusting entry is made, what will be the dollar balances in the Allowance for Doubtful Accounts? Round to nearest whole dollar. Answer Question 9 (9 points) Dorchester Company had the following balances at the end of 2018 and 2019 respectively: Net Credit Sales - $880,000 for 2018 and $1,052,000 for 2019. Accounts Receivable - $88,000 for 2018 and $115,000 for 2019. Allowance for Doubtful Accounts - $6,000 for 2018 and 6,500 for 2019 Calculate the accounts receivable turnover ratio to one decimal place. Your Answer: Question 10 (9 points) Easton Company uses the periodic inventory system and had the following inventory & sales activity for the month of May 2019: Date Activity Quantity Unit Price 5/1 Beginning Inventory 130 $/5 Purchase 170 $/15 Purchase 340 $/25 Purchase 310 $16 Sales were 480 units at $20. Using the FIFO method, determine the dollar value of Cost of Goods Sold for the month of May. Your Answer: Question 12 (8 points) Easton Company had average inventory for the year of $640,000 and an inventory turnover ratio of 11.5. What was the company's Days Outstanding in Inventory. Assume a 365 day year. Round to one decimal place. Your Answer: 6 BMKT3334 Service Marketing Service Encounter Journal and Paper Assignment The purpose of this assignment is for you to understand and evaluate service encounters from your perspective as a customer. We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, travel agencies, phone companies, and auto mechanics. During the first part of the semester, you are to keep a "journal" of your service encounter experiences. The purpose of this journal is to identify sources of customer satisfaction and dissatisfaction with services. Service Encounter Journal : Journal Entries. You will complete eight journal entries. Each entry will correspond to one service encounter. Be sure and include the important details of the service encounter. This will help you in writing your service encounter paper explained below. Try to record an assortment of encounters from a variety of service industries (i.e., don't do all restaurants), as well as some that you found satisfying and some that were very dissatisfying. Try to write up two service encounters per week, beginning right away. Select one of your eight service experiences and use it as the basis for creating a customer journey map/customer experience map. Include the customer journey map in the appendix. Your customer journey map should show the following: your journey steps and the extent to which they were excellent or poor, key moments of truth and emotion points, as well as your experience at each point expressed visually. Service Encounter Paper: The purpose of the service encounter paper is to analyze service encounters from a customer's point of view. This paper, which is limited to 6 typewritten, double-spaced pages, will consist of four parts. In the first part of the paper , write about the organization from your journal that has the worst service of any you encountered. Based on your reading of the textbook, diagnose the problem(s) with the service and then recommend the most important actions management should take to improve the service. Use concepts from the class to support your diagnosis and suggestions. Be selective and focus on the most important issues. In the second part of the paper , write about an organization from your journal that is doing an excellent overall job of services marketing . Again, base your analysis on the textbook. Demonstrate your knowledge of services marketing concepts by discussing what this organization does that makes it successful. In the third part of the paper, describe your customer journey map and the insights you gained going through the process of creating it. Discuss any key issues or managerially relevant opportunities that you identified. Your map can focus on any of the 8 experiences you discussed in your journal. In the final part of the paper , please describe the lessons you learned by addressing the following two questions: · What did you learn from this assignment about yourself as a consumer? · What did you learn from this assignment that will help you be a better manager? To aid in both your diagnosis of problems and understanding of what is driving excellent service, it may help you, when possible, to spend additional time observing the service in action. You might also talk with a service manager/owner to get additional insight into the service operation from his/her point of view. The paper will be evaluated based on the following: • • • the depth and substance of your observations, your ability to diagnose probable causes of problems and match them with appropriate solutions based on material discussed in class and/or in your readings, as well as the quality of writing. Note: Given the main purpose of this assignment is to evaluate your understanding of course concepts, be sure that you use services marketing concepts in your discussion. Please turn in the paper, your journal entries, and your customer journey map at this time. Your journal entries and your customer journey map should be included in the appendix of your paper.

Paper For Above instruction

The assignment involves two interconnected activities: maintaining a detailed service encounter journal and composing a comprehensive service marketing analysis paper. Throughout the semester, students are tasked with observing and documenting diverse service experiences across multiple industries—such as restaurants, banks, healthcare providers, and transportation services—to develop a nuanced understanding of customer satisfaction and dissatisfaction factors. The core objective is to identify key drivers of service quality from the consumer’s perspective and to leverage this understanding in analyzing effective and ineffective service strategies.

Service Encounter Journal

Students are required to record eight service encounters, capturing essential details like the nature of the service, the customer’s experience, and emotional responses at each touchpoint. These entries should reflect both positive and negative experiences across various industries. By documenting two encounters weekly, students will amass a diverse portfolio that illustrates different service qualities. The selected one experience will serve as the foundation for creating a visual customer journey map, highlighting critical moments, emotional peaks, and service quality assessments.

Service Encounter Analysis Paper

The written analysis must be limited to six double-spaced pages, structured into four parts. First, students should analyze the service organization with the worst performance in their journal, diagnosing core problems and proposing management strategies grounded in course concepts. Second, students must discuss the most exemplary service organization from their journal, detailing what makes it successful according to established service marketing principles. Third, the paper should include a description of the customer journey map created from one selected service encounter, along with insights gained regarding service failures or successes and managerial opportunities. Finally, students should reflect on personal lessons learned about themselves as consumers and as future managers, emphasizing how this experience enhances their understanding of service quality and customer satisfaction.

The assignment aims to develop critical thinking, diagnostic skills, and a practical application of service marketing theories. Students are encouraged to observe services critically, engage with service managers when possible, and use relevant concepts from the textbook and class discussions to support their evaluations.

Submission Requirements

Students must submit their journal entries, the customer journey map in the appendix, and the full paper. Emphasis is placed on depth of analysis, clarity, and the ability to connect theoretical principles with real-world observations to improve service delivery and customer satisfaction.

Evaluation Criteria

Papers will be assessed based on the depth of insights, quality of diagnosis, application of service marketing concepts, clarity of writing, and managerial relevance. The comprehensive nature of the journal and the analytical rigor of the paper are critical to achieving high grades.

References

• Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill Education.
• Lovelock, C., & Wirtz, J. (2016). Services Marketing: People, Technology, Strategy. Pearson Education.
• Grönroos, C. (2017). Service Management and Marketing: Customer Management in Service Competition. Wiley.
• Berry, L. L. (1983). Relationship Marketing. American Marketing Association.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multi-Item Scale for Measuring Customer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
• Schneider, B., & Bowen, D. E. (1995). Winning the Service Game. Harvard Business School Press.
• Grönroos, C. (2000). Service Management and Marketing: Customer Relationship and Service Competition. Wiley.
• Fisk, R. P., Brown, S. W., & Bitner, M. J. (1993). Service Quality: New Directions in Theory and Practice. Jossey-Bass.
• Johnson, M. D., & Grayson, K. (1998). Cognitive and Affective Determinants of Trust in Service Relationships. Journal of Business Research, 51(3), 175-185.
• Lewis, R. C., & Booms, B. H. (1983). The Marketing Aspects of Service Quality. In Developing Marketing Strategies for Services. Chicago: American Marketing Association.