It is clear that the poor service received in the Vodacom service encounter was mainly due to the service employee. Therefore it is evident that the service received by that particular service employee was not suitable for high contact service. This is due to the fact that, although the employee was well equipped with all the tools and technological equipment necessary to carry out the task at hand, he was not willing to put aside his personal technological device to interact with the customer and provide service satisfying. Therefore the root cause of this poor service was entirely down to Human Resources (HR) and whether the company, Vodacom, had actually hired the best person for the job. The service encounter was extremely high-contact in nature and required the employee to transfer data from the customer's device to the customer's new device, while the customer sat and observed the employee. In the Vodacom service encounter, the actual core service was satisfactory, but the manner, time and effort with which it was completed was highly unsatisfactory and this was mainly with the support clerk. Underlying Causes of the Defy Service Encounter Regarding the unsatisfactory service received in the Defy Service Encounter, it is evident that this was caused by a poorly maintained and updated database system, coupled with slow response to call rate. In the Defy service encounter it was not the core service that was deemed unsatisfactory due to the fact that service to the Defy appliance has yet to occur. The underlying cause of the poor service experienced was mainly related to the lack of additional service elements which should have been...... middle of paper ...... and, the main objective of the service organization is to provide a high quality service and meet all the needs of its customers. For a service organization to fully satisfy its customers, it must provide a range of supplementary services that facilitate and enhance the core service product. This in turn will result in an increase in the company's return on investment (ROI) and therefore annual profit due to more satisfied customers relating to more loyal customers and therefore a large amount of repeat purchases. If a service organization is able to consistently and consistently satisfy its potential customers, users and employees and, in turn, provide high-quality service, it will establish itself as a service market leader and thus succeed as a profitable organization . This will result in an absolute and competitive advantage and therefore in a successful service organization.