Best Buy Servicescape

On February 10, 2017 at approximately 12:30 p.m.. I visited the women’s clothing retailer store, Garage. What lead me to go into this store was the fact that I was at the Deptford Mall doing some shopping. This type of service was a lean interpersonal service, meaning that the customer and employee both play roles in a service. A servicescape includes the facility exterior, facility interior, and other tangibles. The exterior of the store simply has a pink sign that says “Garage.” As you walk into the interior of the store, it gets darker and there is music playing. The layout of the store is very simple and everything is easy to find. The employees looked put together and were dressed in clothing that came from Garage. Although the servicescape

Best Buy is in the consumer electronics industry. Best Buy is a lean interpersonal service, similar to that of Garage. I received a Best Buy gift card from my grandmother and grandfather for Christmas. It took me a while to decide what I wanted to use the gift card for and I decided to buy the Amazon Echo Dot. Once I got home, I realized that I did not need this product. The product itself was great, but it was not needed for me. On January 21 when I went back to return this product, I ended up buying the Amazon Firestick with the Alexa voice recognition. When I entered the store I went straight to the return desk. The line was short, which was very convenient because I was in a rush. The employee asked how my day was going and what she could do to help me. This was similar to my encounter at CVS Pharmacy, where the employee asked if I had the loyalty card to get points and money off. The employees were very helpful and kind. I explained that I was returning the Amazon Echo Dot and what I wanted to purchase in place of it. When I asked where I could find the Firestick, she pointed to where I can get it and then said that she will go get it instead of making me go. The whole exchange went well and was extremely easy. From the beginning the frontline employees were very helpful and I was extremely satisfied with my encounter. I felt this way because the whole entire process was so convenient. The employee was

I have noticed that my expectations do change depending on where I am. My zone of tolerance definitely widens and narrows depending on the type of store and service. Also, since I do have experience in retailing, my expectations are higher when receiving a service in the retailing industry. I understand what my role is in every service encounter. For example, I know that if I go to IKEA, I have to assemble whatever I buy together on my own. I never noticed how much an employee interaction can impact my encounter. If an employee at Garage asked if I needed any help or how my day was going, I feel as if my encounter would have been completely different. I am also more observant during service encounters now because I know the roles of employees and