24Jan 2022 by
Each of you has had numerous service experiences throughout
your life. The purpose of this assignment is for you to critically evaluate
your service experiences from the customer’s viewpoint and identify sources of
satisfaction and dissatisfaction. You will then look at it from a management
perspective to determine strategies to eliminate dissatisfaction and enhance
customer satisfaction. You will then write a paper based on these experiences.
Over the next seven weeks, you will keep a journal of at
least 8 service experiences, such as your interactions with doctors,
restaurants, airlines, banks, convenience stores, department stores, etc. These
interactions can be in person, on the phone, online, or through a self-service
technology. You will be provided with a form (not a lengthy one) to document
and evaluate your experiences. You will use a separate form for each service
encounter, and they need to be typed, not handwritten. You may attach
additional pages if you need more room. Be sure to include the important
details of the encounter as these will help you with the paper you will
write. Use a variety of service types,
not just one (i.e. such as all restaurants), and record both satisfactory and
Service Experience Paper – (10-12 pages, APA style)
Your paper will consist of three parts. Your journal entries
should be included as an appendix to the paper.
Based on the service experiences you
documented, choose the one or two representing the worst level of service and
write about the organization(s). What
was the problem or problems? Based on your textbook and what you have learned
in this class, what recommendations would you make to management to improve
on the service experiences you documented, choose the one or two representing
the best level of overall services management and write about the organization(s).
Demonstrate your knowledge of services management concepts by discussing what
this organization does that makes it successful.
Three: 2-3 pages
This part of
your paper is reflective and I expect a thoughtful, detailed response. Please
address the following two questions.
1. What did you learn from this assignment about yourself as a
2. What did you learn from this assignment that will help you be a
NOTE: SINCE THE MAIN PURPOSE OF THIS PROJECT IS TO
EVALUATE YOUR UNDERSTANDING OF COURSE CONCEPTS, BE SURE THAT YOU USE SERVICES MANAGEMENT
CONCEPTS IN YOUR PAPER.
Name of the Company:
Date and Time of the Encounter:
Type of Service (Industry):
1. How/where did the encounter take place (in person, by
phone, sself-service technology)?
2. What specific circumstances lead to this encounter?
3. Exactly what did the company/employee say or do?
4. How would you rate your level of satisfaction with
this experience? (Circle the most appropriate number).
1 2 3 4 5 6 7
Extremely Neutral Extremely
what made you feel this way?
6. What would have increased your level of satisfaction
with the encounter and what improvements need to be made?
7. How likely is it that you will go back to this service
1 2 3 4 5 6 7
Extremely Neutral Extremely
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