Weighting: 35% Length: Not more than 2500 words & a 15 minutes 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 2500 words (12 font, Arial or Times New Roman single spaced) Teams are also required to perform a 10-minutes Oral presentation for their assignment. Written report: Blueprint Front stage and back stage functions Moments of truth for this service organisation Determinants of satisfaction/dissatisfaction (gap model) Service-recovery strategy plan Report format & referencing Oral Presentation: Demonstrated key service failure/ moment(s) of truth Appropriateness of service recovery strategies Flow of presentation, interaction, and issues presented Overall impression of excellence 25 5 5 4 5 3 3 10 3 3 2 2 TOTAL 35
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