Each of you has had numerous service experiences throughout your life. The purpose of this assignment is for you to critically evaluate your service experiences from the customer’s viewpoint and identify sources of satisfaction and dissatisfaction. You will then look at it from a management perspective to determine strategies to eliminate dissatisfaction and enhance customer satisfaction. You will then write a paper based on these experiences.
Journal Entries
Over the next seven weeks, you will keep a journal of at least 8 service experiences, such as your interactions with doctors, restaurants, airlines, banks, convenience stores, department stores, etc. These interactions can be in person, on the phone, online, or through a self-service technology. You will be provided with a form (not a lengthy one) to document and evaluate your experiences. You will use a separate form for each service encounter, and they need to be typed, not handwritten. You may attach additional pages if you need more room. Be sure to include the important details of the encounter as these will help you with the paper you will write. Use a variety of service types, not just one (i.e. such as all restaurants), and record both satisfactory and unsatisfactory experiences.
Service Experience Paper – (10-12 pages, APA style)
Your paper will consist of three parts. Your journal entries should be included as an appendix to the paper.
Part One:3-4 pages
Based on the service experiences you documented, choose the one or two representing the worst level of service and write about the organization(s). What was the problem or problems? Based on your textbook and what you have learned in this class, what recommendations would you make to management to improve service?
Part Two: 3-4 pages
One: Based on the service experiences you documented, choose the one or two representing the best level of overall services management and write about the organization(s). Demonstrate your knowledge of services management concepts by discussing what this organization does that makes it successful.
Part Three: 2-3 pages
This part of your paper is reflective and I expect a thoughtful, detailed response. Please address the following two questions.
1. What did you learn from this assignment about yourself as a consumer?
2. What did you learn from this assignment that will help you be a better manager?
NOTE: SINCE THE MAIN PURPOSE OF THIS PROJECT IS TO EVALUATE YOUR UNDERSTANDING OF COURSE CONCEPTS, BE SURE THAT YOU USE SERVICES MANAGEMENT CONCEPTS IN YOUR PAPER.
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, by phone, 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 with this 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 satisfaction with the encounter and what improvements need to be made?
7. How likely is it that you will go back to this service firm?
1 2 3 4 5 6 7
Extremely Neutral Extremely
Unlikely Likely
Additional Comments:
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