Question

Jasmine went to a new salon in the area to get her hair cut and colored. However, the stylist cut her hair shorter than she wanted and wouldn't use the bold red color Jasmine wanted. As a result, Jasmine did not feel good about her purchase. What does this most likely mean for the future of this exchange relationship?

Answer 1

Jasmine will go to a different salon and stylist for her next cut and color.

Step-by-step explanation:

When you judge a service, you will do it differently than a product you purchased, simply because the service is attached to the people that provide it. The marketing mix for services includes not 4, but 7 Ps: people, process and physical evidence are added.

People factor is extremely important fro services, since a bad experience with someone can ruin what could have been a good service. In this case, the stylist didn't pay attention to what Jasmine wanted, and she was not satisfied with the results. This single bad experience is enough to break the relationship between a customer and a service provider. It doesn't matter if the salon has several other stylists, Jasmine will always associate the salon to the bad service of that specific stylist. Probably she will never come back again.

The same happens when you go to a restaurant and the waiter is rude, no matter how good the food is, you will dislike the restaurant.

Answer 2

Jasmine will go to another salon to get her hair cut and colored next time.

Step-by-step explanation:

Whatever salon Jasmine went to has had their reputation tarnished with Jasmine as a result of the poor customer service and dissatisfaction that was meted out to her by the hair stylist as the stylist cut the hair lower than Jasmine wanted and also did not use the bold red color that Jasmine requested.

What this means ultimately is that Jasmine won't be visiting that salon anymore to have hair services rendered. Rather she would seek out a new salon with the hope that her specifications are met.

Cheers