SERVICE ENCOUNTER JOURNAL ENTRY

Name of Firm: BBQ Bangladesh Type of Service – Restaurant

Date of Encounter: 09.09.2016 Time of Encounter: 3PM

1. What specific circumstances led to this encounter?

I was enjoying Eid-Ul-Azha holidays. I thought to try something different foods. That was my second try in this
restaurant.
2. Exactly what did the firm say or do?
After entering the shop, the receptionist cordially received us and managed some suitable seat for us. After
few minutes, they gave us the menu card. We selected some preferable set menu for us and they took exactly
20 minutes to serve.
3. How would you rate your level of satisfaction with this encounter?

Extremely Dissatisfied Extremely Satisfied

1 2 3 4 5 6 7
4. What exactly made you feel that way?

____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
________________________________________________________________________________________

5. What could the employees do to make you feel happier with the encounter?

The environment was quiet friendly and there was a background music which was very interesting as well.

6. How likely is it that you will go back to this service firm

Extremely Unlikely Extremely Likely

1 2 3 4 5 6 7
Why?
____________________________________________________________________________________________
____________________________________________________________________________________________
_________________________________________________________________________________________