Each of you has had numerous service experiences throughoutyour life. The purpose of this assignment is for you to critically evaluateyour service experiences from the customers viewpoint and identify sources ofsatisfaction and dissatisfaction. You will then look at it from a managementperspective to determine strategies to eliminate dissatisfaction and enhancecustomer satisfaction. You will then write a paper based on these experiences.
Journal Entries
Over the next seven weeks, you will keep a journal of atleast 8 service experiences, such as your interactions with doctors,restaurants, airlines, banks, convenience stores, department stores, etc. Theseinteractions can be in person, on the phone, online, or through a self-servicetechnology. You will be provided with a form (not a lengthy one) to documentand evaluate your experiences. You will use a separate form for each serviceencounter, and they need to be typed, not handwritten. You may attachadditional pages if you need more room. Be sure to include the importantdetails of the encounter as these will help you with the paper you willwrite. Use a variety of service types,not just one (i.e. such as all restaurants), and record both satisfactory andunsatisfactory experiences.
Service Experience Paper (10-12 pages, APA style)
Your paper will consist of three parts. Your journal entriesshould be included as an appendix to the paper.
Part One:3-4pages
Based on the service experiences youdocumented, choose the one or two representing the worst level of service andwrite about the organization(s). Whatwas the problem or problems? Based on your textbook and what you have learnedin this class, what recommendations would you make to management to improveservice?
Part Two:3-4 pages
One: Basedon the service experiences you documented, choose the one or two representingthe best level of overall services management and write about the organization(s).Demonstrate your knowledge of services management concepts by discussing whatthis organization does that makes it successful.
PartThree: 2-3 pages
This part ofyour paper is reflective and I expect a thoughtful, detailed response. Pleaseaddress the following two questions.
1. What did you learn from this assignment about yourself as aconsumer?
2. What did you learn from this assignment that will help you be abetter manager?
NOTE: SINCE THE MAIN PURPOSE OF THIS PROJECT IS TOEVALUATE YOUR UNDERSTANDING OF COURSE CONCEPTS, BE SURE THAT YOU USE SERVICES MANAGEMENTCONCEPTS IN YOUR PAPER.
300 points
Yourpaper is due by 11:59 pm CST on Sunday, April 26.
Service ExperienceJournal Form
Your name:
Name of the Company:
Date and Time of the Encounter:
Type of Service (Industry):
1. How/where did the encounter take place (in person, byphone, sself-service technology)?
2. What specific circumstances lead to this encounter?
3. Exactly what did the company/employee say or do?
4. How would you rate your level of satisfaction withthis experience? (Circle the most appropriate number).
1 2 3 4 5 6 7
Extremely Neutral Extremely
Dissatisfied Satisfied
5. Specifically,what made you feel this way?
6. What would have increased your level of satisfactionwith the encounter and what improvements need to be made?
7. How likely is it that you will go back to this servicefirm?
1 2 3 4 5 6 7
Extremely Neutral Extremely
Unlikely Likely
AdditionalComments:
ach of you has had numerous service experiences throughoutyour life. The purpose of this assignment is for you to critically evaluateyour service experiences from the customers viewpoint and identify sources ofsatisfaction and dissatisfaction. You will then look at it from a managementperspective to determine strategies to eliminate dissatisfaction and enhancecustomer satisfaction. You will then write a paper based on these experiences.
Journal Entries
Over the next seven weeks, you will keep a journal of atleast 8 service experiences, such as your interactions with doctors,restaurants, airlines, banks, convenience stores, department stores, etc. Theseinteractions can be in person, on the phone, online, or through a self-servicetechnology. You will be provided with a form (not a lengthy one) to documentand evaluate your experiences. You will use a separate form for each serviceencounter, and they need to be typed, not handwritten. You may attachadditional pages if you need more room. Be sure to include the importantdetails of the encounter as these will help you with the paper you willwrite. Use a variety of service types,not just one (i.e. such as all restaurants), and record both satisfactory andunsatisfactory experiences.
Service Experience Paper (10-12 pages, APA style)
Your paper will consist of three parts. Your journal entriesshould be included as an appendix to the paper.
Part One:3-4pages
Based on the service experiences youdocumented, choose the one or two representing the worst level of service andwrite about the organization(s). Whatwas the problem or problems? Based on your textbook and what you have learnedin this class, what recommendations would you make to management to improveservice?
Part Two:3-4 pages
One: Basedon the service experiences you documented, choose the one or two representingthe best level of overall services management and write about the organization(s).Demonstrate your knowledge of services management concepts by discussing whatthis organization does that makes it successful.
PartThree: 2-3 pages
This part ofyour paper is reflective and I expect a thoughtful, detailed response. Pleaseaddress the following two questions.
1. What did you learn from this assignment about yourself as aconsumer?
2. What did you learn from this assignment that will help you be abetter manager?
NOTE: SINCE THE MAIN PURPOSE OF THIS PROJECT IS TOEVALUATE YOUR UNDERSTANDING OF COURSE CONCEPTS, BE SURE THAT YOU USE SERVICES MANAGEMENTCONCEPTS IN YOUR PAPER.
300 points
Yourpaper is due by 11:59 pm CST on Sunday, April 26.
Service ExperienceJournal Form
Your name:
Name of the Company:
Date and Time of the Encounter:
Type of Service (Industry):
1. How/where did the encounter take place (in person, byphone, sself-service technology)?
2. What specific circumstances lead to this encounter?
3. Exactly what did the company/employee say or do?
4. How would you rate your level of satisfaction withthis experience? (Circle the most appropriate number).
1 2 3 4 5 6 7
Extremely Neutral Extremely
Dissatisfied Satisfied
5. Specifically,what made you feel this way?
6. What would have increased your level of satisfactionwith the encounter and what improvements need to be made?
7. How likely is it that you will go back to this servicefirm?
1 2 3 4 5 6 7
Extremely Neutral Extremely
Unlikely Likely
AdditionalComments:
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