MKT 442: SERVICES MARKETING STRATEGY
Service Journal Form
Name of Firm/Service Provider: Cosmoprof
Type of Service (e.g., gas station, bank, restaurant): Hair salon store
Date: February 5, 2021
Time: 11am
How did the encounter take place? (e.g., in person, over the telephone, by mail, online?)
In person
What specific circumstances led up to this encounter? (e.g. purpose, location, expectations, etc.)
Location and expectations. I needed to get some expensive hair products that my mom who is a hairstylist told
me they were cheaper to buy from this store.
Exactly what did the firm/employee say or do? Why? (include physical surroundings, if appropriate)
The employee asked me if I needed help finding anything and directed me right to the products I needed. She
also asked me if I needed her to explain to me what certain products do. When I brought up the conditioner,
shampoo, and curling cream; she brought out a gift basket of the products I was already holding plus a super
curling cream and moisture oil. She said “if you want, I highly recommend this because it is $20 so instead of
paying $40 for 3 products you can get those plus two more sample size products for $20”.
Did the employee seem authentic in his/her role in the service encounter? Why or why not? (include a brief
description of the employee and his/her behaviors that led you to this conclusion)
This employee seemed very authentic in their role in my opinion because she definitely wanted to help me out
and get a cheaper option in which was a better deal for me. I think she could tell I was a college student so she
wanted to help me out and understood that college students prefer to pay less for things when they can.
How would you rate your experience during this encounter? (Bold and underline your number choice.)
Terrible Delightful
1 2 3 4 5
What exactly made you feel that way?
The employee helped me with a better deal when she really just could have rang up my products and let me go
spending more money.
What could the employee/firm have done to improve your experience? What improvements should be made to
this service process?
Absolutely nothing, she did what she was supposed to do if not, more than what she was supposed to do
How likely is it you will go back to this service provider? (Bold and underline your number choice.)
Extremely Extremely
Unlikely Likely
1 2 3 4 5
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