Service Recovery Group Report:
In teams of 4-5, students are required to choose 1 of the team's service organisation from Assessment 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.
Teams are also required to perform a 10-minutes Oral presentation for their assignment.
2750 words
5 Harvard references.