Reflective Essay
Choose a real-life service organisation that you are familiar with. You need to inform your lecturer of your choice by end of week 3.
Prepare a flowchart of the back-stage as well as the front-stage operations of this business.
Using this flowchart, explain the significance of the service encounter, and its managerial implications. The written component of the essay should not exceed 1200 words (12 font, Arial or Times New Roman single spaced)
1. Flowchart
Backstage
Front stage
2. Explanation of significance of the service encounter
3. Analysis of managerial implications
4. Essay format & presentation
Service Recovery Group Report:
In teams of 4-5, students are required to choose 1 of the team's service organisation from Assessment 1 and write a report that addresses the following:
1. Present this service organisation as a blueprint.
2. What is the service organisation's front stage and back stage functions?
3. What are the "moments of truth" for this service organisation?
4. Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organisation.
5. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents.
The report should be a maximum of 3000 words (12 font, Arial or Times New Roman single spaced)