Chantale and Clinton

Desired Service

Desired Service is the level of service the customer hopes to receive.

Personal Needs

Physical needs are physical, social, psychological and functional

* Buying a new refrigerator in order to accommodate the special dietary needs of the youngest child. Riley's were used to prepare meals each day, using basic ingredients as their youngest child had allergies and it was difficult using canned food.

* New refrigerator as a way to save energy and to do their part of environment, also a refrigerator was required to store regular perishables.

* Past experience of Chantale was good with The Canadian, Chantale recalled they had bought a front loading washing machine but after it started creating problems The Canadian agreed to accept the return of the washing machine and the Riley's had received a full reimbursement.

* They bought it from The Canadian only because

-Chantale had been employed as a department manager at The Canadian for three years and she had always described the policies of the store as very customer orientated.

-The Riley's had always been loyal to the Bryand Brand of appliances . During their 27 years of marriage all of the appliances had been purchased at this chain.

Enduring Service Intensifiers (Lasting Service Intensifiers)

Enduring Service Intensifiers are the individual, stable factors that lead to heightened sensitivity to service. Derived service expectations are driven by another person or group of people. Personal service philosophy is customers underlying generic attitude about the meaning of service and proper conduct of service providers.

* Riley's expected quick service as they had to throw away perishable food. They were also not sure if the money wasted on the food would be compensated back.

* Riley's also invested money in buying ice bags to store food products in the box.

* The weekend was approaching near and they bought the general groceries on Saturdays.

* Chantal was expecting her brother to visit them, so without the servicing of the fridge neither fresh food was possible nor the beer could have been chilled.

* Even the cleaning leady showed surprise when she came to know that fridge had still not been repaired.

Conclusion

* Riley's were completely frustrated with the service from The Canadian and gave serious thoughts about buying further products like stove, dryer, microwave oven from the same store.

* Their neighbours and even their cleaning lady came to know