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Hc2112 service marketing and relationship marketing -

Reflective Essay

Choose a real-life service organisation that you are familiar with.

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 2000 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

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