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\fs12\cf0\f1\charscalex100\b {International Journal of Business and }\b0 \par\pard\li493\ri0\sl-186\slmult0 \fs16\cf0\f1\charscalex100\b {General Management (IJBGM) }\b0 \par\pard\li493\ri0\sl-186\slmult0 \fs16\cf0\f1\charscalex100\b {ISSN 2319-}\b0 \fs16\cf0\f1\charscalex100\b {22}\b0 \fs16\cf0\f1\charscalex100\b {67}\b0 \fs16\cf0\f1\charscalex100\b { }\b0 \par\pard\li493\ri0\sl-173\slmult0 \fs16\cf0\f1\charscalex100\b {Vol. 2, Issue 2, May 2013, 31-}\b0 \fs16\cf0\f1\charscalex100\b {38}\b0 \fs16\cf0\f1\charscalex100\b { }\b0 \par\pard\li493\ri0\sl-200\slmult0 \fs18\cf0\f1\charscalex100\b { IASET }\b0 \par\pard\li880\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li880\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li880\ri0\sl-320\slmult0 \fs24\cf0\f1\charscalex100\b {ANALYSIS OF SERVICE ENCOUNTER: CUSTOMER\uc1\u8217XS VIEWPOINT REGARDING}\b0 \par\pard\li2133\ri0\sl-413\slmult0 \fs24\cf0\f1\charscalex100\b {HOTEL SERVICES }\b0 \fs24\cf0\f1\charscalex100\b {IN}\b0 \fs24\cf0\f1\charscalex100\b { C}\b0 \fs24\cf0\f1\charscalex100\b {OX}\b0 \fs24\cf0\f1\charscalex100\b {\uc1\u8217XS BAZAR CITY, BANGLADESH}\b0 \par\pard\li3720\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li3720\ri0\sl-280\slmult0 \fs18\cf0\f1\charscalex100\b {MOHAMMAD TOUFIQUR RAHMAN }\b0 \par\pard\li1106\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {Lecturer, Department of Business Administration, International Islamic University, Chittagong, Bangladesh }\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-400\slmult0 \fs24\cf0\f1\charscalex100\b {ABSTRACT }\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-280\slmult0 \fs20\cf0\f1\charscalex100 {The purpose of this study is to analyze the pleasure and displeasure of customers regarding service encounters }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {provided by the hotels in Cox\uc1\u8217Xs Bazaar city, Bangladesh. Having the world's longest (120 kilometers) beach, miles o}\fs20\cf0\f1\charscalex100 {f}\par\pard\li480\ri0\sl-333\slmult0 \fs20\cf0\f1\charscalex100 {golden sands, surfing waves, rare conch shells, delightful sea-food makes Cox's Bazar the tourist capital of Bangladesh. }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {From the study it has found that, about }\fs18\cf0\f1\charscalex100 {62}\fs18\cf0\f1\charscalex100 {.66% of customers are satisfied in the sector of Recovery and 53.91% of }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {customers in Adaptability that is provided by the hotels. But in the sector of Spontaneity, about 49% and 45.67% of }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {customers are not satisfied with the aims of the employees helping and interacting with the customers. In the sector of }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {Coping about 56.9 % of customers told that, hotel owners are very much cooperative to handle the problem customers. B}\fs18\cf0\f1\charscalex100 {ut}\fs18\cf0\f1\charscalex100 { }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {57.25 % of customers think that, hotel owners have a lack of abilities and efficiencies to handle any conflict or to retain the }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {good image of those customers. }\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\b {KEYWORDS:}\b0 { }\fs20\cf0\f1\charscalex100 {Adaptability, Coping, Recovery, Service Encounter, Spontaneity}\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-280\slmult0 \fs24\cf0\f1\charscalex100\b {INTRODUCTION }\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-266\slmult0 \fs20\cf0\f1\charscalex100 {Quality movement has swept the manufacturing sector over the last decade is beginning to take shape in the }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {service sector worldwide (Business Week 1991; Crosby 1991, Bitner et.al, 1994). According to some, the shift to a quality }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {focus is essential to the competitive survival of service business, just as it has become essential in manufacturing (Heskett }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100\i {et al}\i0 \fs20\cf0\f1\charscalex100 {., 1994; Schlesinger and Heskett 1991, Bitner }\fs20\cf0\f1\charscalex100\i {et al}\i0 \fs20\cf0\f1\charscalex100 {., 1994). }\par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-253\slmult0 \fs20\cf0\f1\charscalex100 {For the customer, the observable symptom is decreasing quality in what has been termed the "service encounter," }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {or the moment of interaction between the customer and the firm (Czepiel, Solomon, and Surprenant 1985; Lovelock 1983}\fs20\cf0\f1\charscalex100 {;}\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {Shostack 1985; Solomon et al. 1985; Surprenant and Solomon 1987).Many times that interaction is the service from the }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {customer's point of view, yet front-line employees are not trained to understand customers and do not have the freedom and }\par\pard\li480\ri0\sl-333\slmult0 \fs20\cf0\f1\charscalex100 {discretion needed to relate to customers in ways that ensure effective service and ultimately dissatisfied customers. The}\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {study has conducted }\fs18\cf0\f1\charscalex100 {on}\fs18\cf0\f1\charscalex100 { service encounters provided by the Hotels in Cox\uc1\u8217Xs B}\fs18\cf0\f1\charscalex100 {az}\fs18\cf0\f1\charscalex100 {ar city (Bangladesh) }\fs18\cf0\f1\charscalex100 {to}\fs18\cf0\f1\charscalex100 { gain understanding }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {of the particular events and related behaviors of employees that cause customers satisfaction and dissatisfaction. }\par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-253\slmult0 \fs20\cf0\f1\charscalex100 {Cox\uc1\u8217Xs Bazar is really a great place to visit for a tourist in Bangladesh. Every year a huge number of tourists come }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {here from across the world. That\uc1\u8217Xs why so many high class hotels are driving their business in the Cox\uc1\u8217Xs Bazar. Though }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {Cox\uc1\u8217Xs Bazar city is not so big but having the world's longest (120 kilometers) beach, miles of golden sands, towering cliffs, }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {surfing waves, rare conch shells, colorful pagodas, Buddhist temples and tribes, delightful sea-food makes Cox's Bazar the }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {tourist capital of Bangladesh There are no official figures on the numbers of visitors to Cox's Bazar this winter ( October }\par\pard\li480\ri0\sl-333\slmult0 \fs18\cf0\f1\charscalex100 {2012 to January }\fs18\cf0\f1\charscalex100 {2013}\fs18\cf0\f1\charscalex100 {), but hotel owners said the 10,000 rooms available were full almost seven days a week in November }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {and December, }\fs18\cf0\f1\charscalex100 {2012}\fs18\cf0\f1\charscalex100 { and a second rush is expected for the Eid-al }\fs18\cf0\f1\charscalex100 {Fitr}\fs18\cf0\f1\charscalex100 { festival in }\fs18\cf0\f1\charscalex100 {20}\fs18\cf0\f1\charscalex100 {13. The winter season helps the Hotel }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {industries to go through the rest of the year. }\par\pard\sect\sectd\sbkpage\pgwsxn11906\pghsxn16826\marglsxn666\margrsxn133\margtsxn666\margbsxn213\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-266\slmult0 \fs18\cf0\f1\charscalex100\b {32}\b0 \fs18\cf0\f1\charscalex100\b { Mohammad Toufiqur Rahman}\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-386\slmult0 \fs20\cf0\f1\charscalex100 {Although more firms are realizing the importance of service quality and customer satisfaction, it is not always }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {clear how to achieve this goal (Bitner et al., 1994). In the situation where service quality is low by the encounters, the}\par\pard\li480\ri0\sl-333\slmult0 \fs20\cf0\f1\charscalex100 {problem may be arise from the disagreement of both the customer and the employee}\fs20\cf0\f1\charscalex100 {. }\fs20\cf0\f1\charscalex100 {In service encounters such }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {disagreements, sure to diminish customer satisfaction. Thus the Hotel industry should understand the encounters to retain }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {their customers as well as to attract new customers. In this regard the purpose of this study is to analyze and understand th}\fs20\cf0\f1\charscalex100 {e}\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {service encounters from the customer\uc1\u8217Xs perspective to find out their satisfaction and dissatisfaction levels and to take some }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {necessary measures. }\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\b {LITERATURE REVIEW}\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-266\slmult0 \fs20\cf0\f1\charscalex100 {The term "service encounter" has attained widespread use in marketing speeches, articles, and research in a few }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {short years. Surprenant and Solomon (1987) define the service encounter as "the dyadic interaction between a customer }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {and service provider." This definition draws on their earlier work suggesting that "service encounters are role }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {performances" (Solomon et al. 1985) in which both customers and service providers have roles to enact. This use of the}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {term "service encounter" focuses on the interpersonal element of service firm performance. Shostack (1985) defines the}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {service encounter somewhat more broadly as "a period of time during which a consumer directly interacts with a service."}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {Her definition encompasses all aspects of the service firm with which the consumer may interact, including its personnel, }\par\pard\li480\ri0\sl-333\slmult0 \fs20\cf0\f1\charscalex100 {its physical facilities, and other visible elements. Shostack's definition does not limit the encounter to the interpersonal}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {interactions between the customer and the firm, and in fact suggests that service encounters can occur without any human }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {interaction element. (Bitner 1990) }\par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-253\slmult0 \fs20\cf0\f1\charscalex100 {Several survey-based studied of service satisfaction also suggest that the human interaction component of service}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {delivery is essential to the determination of satisfaction/dissatisfaction. A study of relationship marketing in the life }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {insurance industry found clients' satisfaction with their contact person (or agent) to be a significant predictor of overall }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {satisfaction with the service (Crosby and Stephens 1987). Other researchers have found the human interaction component}\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {to be of importance in evaluating professional services (Day and Bodur 1978; Quelch and Ash 1981), medical services }\par\pard\li480\ri0\sl-333\slmult0 \fs20\cf0\f1\charscalex100 {(Brown and Swartz 1989), and retail outlets (Westbrook 1981). Similarly, experimental studies of service satisfaction also }\par\pard\li480\ri0\sl-346\slmult0 \fs18\cf0\f1\charscalex100 {have uncovered the importance of particular contact employee behaviors (Bitner 1990; Surprenant and Solomon 1987). }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {This study focus on the personal interactions between customers and employees in service encounters. It also identifies the}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {specific events and behaviors through customer survey which shows their satisfaction and dissatisfaction level that}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {influenced by the service encounters provided by the Hotels. }\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\b {OBJECTIVES }\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-266\slmult0 \fs20\cf0\f1\charscalex100 {The main objective of this study is to analyze the pleasure and displeasure of customers regarding service }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {encounters provided by the hotels in Cox\uc1\u8217Xs Bazaar city, Bangladesh. Specifically the objectives can be recognizes as: }\par\pard\li840\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li840\ri0\sl-266\slmult0 \*\tx1200\fs20\cf0\f2\charscalex100 {\uc1\u61623X}\tab \fs20\cf0\f1\charscalex100 {To find out customer satisfaction regarding service encounters provided by the hotels. }\par\pard\li840\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li840\ri0\sl-266\slmult0 \*\tx1200\fs20\cf0\f2\charscalex100 {\uc1\u61623X}\tab \fs20\cf0\f1\charscalex100 {To recommend some necessary measures to attract new customers and to retain current customers. }\par\pard\li480\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li480\ri0\sl-266\slmult0 \fs24\cf0\f1\charscalex100\b {METHODOLOGY }\b0 \par\pard\li1200\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1200\ri0\sl-266\slmult0 \fs18\cf0\f1\charscalex100 {The research is mainly based on the survey through questionnaire. About 121 Hotels are available in Cox\uc1\u8217Xs Bazar }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {and out of 25-}\fs20\cf0\f1\charscalex100 {30}\fs20\cf0\f1\charscalex100 { Hotels has }\fs20\cf0\f1\charscalex100 {a }\fs20\cf0\f1\charscalex100 {good reputation and quality. Most of the budget hotels are in the area surrounding the}\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {designated 'Hotel Motel Zone' in the main town area. The massive star hotels are closer to the beach, which has higher }\par\pard\li480\ri0\sl-346\slmult0 \fs20\cf0\f1\charscalex100 {tariff. 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