Details – Written assessment As a consumer, you have experienced at least one service such a visiting a doctor, a local restaurant or a tourist attraction. Your task is to write a report to address the following questions for any service of your choice with which you were not happy: 1. Describe the service and discuss the reason(s) why you were not happy; 2. Discuss the importance of customer service for that service provider; 3. Identify and discuss ways how service quality and productivity can be improved for that particular service. 4. Finally, you are to provide a statement to reflect on how the Service Industry Marketing Unit has been valuable to you so far. Your arguments and analysis in this report requires theoretical support from a minimum of 15 academic references. Your report should follow the subsequent structure: title page; executive summary; table of contents; introduction; service description and reasons for dissatisfaction; importance of customer service; ways to improve service quality and productivity reflection statement on the value of studying the Service Industry Marketing Unit reference list. Assessment Criteria Marking criteria Maximum Structure, grammar, presentation and referencing 5 1. Service description and reasons for dissatisfaction 8 2. Importance of customer service 7 3. Ways to improve the service quality and productivity 15 4. Reflection on value of this Unit 5 TOTAL 40
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