Select TWO high-contact service firms. They can be in the same industry. Visit the stores and pretend to be a customer. Observe the behaviour and engage the service staff. Engage and communicate in person or via chat box, email address or calling them to contact. After that, choose an instance and make several requests to the service staff. Observe how they respond and communicate to you.

 

1. What were your expectations of the service?

2. What were your perceptions of the service?

3. When comparing both the high contact service firms, who was better at what they did or worst or even the same amount of service interaction?