The Service Encounter Journal and Analysis

Each student will record in a journal (template provided) a minimum of 5 different personal encounters with a range of service providers which occurred within the previous three months. These encounters will form the basis of a report analysing service delivery issues. The template will be provided by your lecturer. The purpose of this assignment is for the student to understand and evaluate the service encounter from one’s own perspective as a customer and to analyse the recorded situations using relevant course concepts and theories. The focus of the assignment is on analysis of the encounters using appropriate models and concepts – the description of the encounters should be included as attachments to the report. The purpose of the report is to analyse the student’s service encounters using the concepts and frameworks which are being learned in the course. Students should use the report to demonstrate that they understand the link between services marketing theory and practice.

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