Introduction: High product quality, service reliability, and management of operations are key factors in business growth and sustainability. Today, travel commentary websites such as TripAdvisor, shape and influence consumer purchase decisions. Further, user-generated content provides a rich source of customer feedback, revealing determinants of customer delight (or disgust), enabling tourism businesses to identify their competitive position. Within this environment, designing a new competitive service or improving an existing operation is a challenging task for any service provider. Aim: The aim of this assessment is to enhance students’ understanding of the highly complex and interdisciplinary nature of service design. Task Description: This is an individual assessment. To complete this assessment, students are required to choose any ONE of the business operations listed from the TripAdvisor (links below); OR choose your own hotel operation from the TripAdvisor. If you decide to choose your own hotel (must have at least 200-300 reviews with a recommending rate [] of 20-40%), please discuss with the lecturer to verify if it is suitable for this assessment. Please download the attached file.
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