Consider the services and products that you have used in the last few days or we
ID: 449675 • Letter: C
Question
Consider the services and products that you have used in the last few days or weeks.
Services might include movies you attended, a car service that you had done, a personal care experience such as a haircut or manicure, a lecture that you attended, a bar you visited, etc Products might include health and beauty, clothing, sport equipment, etc.
Choose two of the services and two of the products on your list. One should be an example of a service and of a product that you received that you were happy with and had a positive experience. The other should be an example of a service and of a product that you received that you were unhappy with and had negative experience. Note that you should now have narrowed your list down to four total purchasing experiences: one good product experience, one bad, one good service experience, and one bad.
For each of the selected services and product that you chose, analyze why it was a positive experience or why it was a negative experience. Compare and contrast the positive product experience with the positive service experience.
Compare and contrast the negative product experience with the negative service experience. What kinds of conclusions can you draw?
Explanation / Answer
Good product experience
There was a phone which was bought by me. The phone was from a company which was relatively new in the market. The company has started manufacturing phone in the country in the past two years only.
The phone although bought from a new company turned out to be a very good phone. The phone is still being used by me and it has been in good shape. I use the phone without taking proper care of the phone but still the phone works properly.
Good service experience
There is an online retail company that has impressed me most over the past couple of years. The company delivers the product on time and the products delivered are also good in quality. The company more often than not delivers the product before the schedule. The delivery boys are also very cordial and warm. Thus, the whole experience of shopping is very enriching.
Bad product experience
A bad product experience was encountered by me when I bought a phone from a new company. The phone started malfunctioning after one month. There was problem in power on-off button as well as the button for increasing and decreasing the volume was also not working properly.
Bad service experience
A bad service experience was also got while giving the same phone for servicing which was bought a few months back. The service provided was not up to the mark and due diligence was not followed by the customer service center.
The phone which was given for repair was received back after two weeks. The customer service center did not inform me that the phone has been repaired and the phone was received by me only after reaching the service center.
In addition to this, the phone developed the same problem within two days. Thus, the experience of availing service from the phone center was not good.
The positive product experience was due to the good function of the phone. It was the features of the phone that increased the experience. On the other hand, the positive service experience was due to the timely delivery of the product and good behavior of the individuals.
Thus, it could be said that the positive product experience was due to the inherent qualities of the product only. On the other hand the good service experience was due to good behavior of people.
The bad product experience is also due to the inherent poor quality of the product and on the other hand bad service experience was also due to the bad manner and irresponsibility of people.