Appendix II
Service Encounter Report Form
Your Name:
Name of Firm: Tasty Asian Kitchen Type of Service (industry): Restaurant
Date of Encounter: 3/22/2012 Time of Encounter: 6:00 pm
How did the encounter take place (e.g., in person, by phone, via a self-service technology)?
In person
What specific circumstances led to this encounter?
I was looking for a good Chinese restaurant to eat at, and I found Tasty Asian Kitchen (which I’ve never tried or
heard of before).
Exactly what did the firm/employee say or do?
The food was excellent and the people were so nice. I went back a week later with some friends and they
remembered my name and asked how I was doing. They even took the time to make conversation with me; they
asked about college, work, etc.
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 this way?
The staff makes you feel so welcome when you go there. You kind of feel at home.
What could the employee/firm have done to increase your level of satisfaction with the encounter? What
improvements need to be made to this service system?
The only downfall was that the service was a bit slow. I’m not sure if this was due to staffing issues or just
inefficiencies in the kitchen. They could for sure improve upon the service time.
How likely is it that you will go back to this service firm?
1234567
Extremely Extremely
Unlikely Likely
