- In teams of 4-5, students are required to choose 1 of the team’s service organisation from Assessment 1 and write a report that addresses the following:
1. Present this service organisation as a blueprint.
2. What is the service organisation’s front stage and back stage functions?
3. What are the “moments of truth” for this service organisation?
4. Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organisation.
5. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents.
The report should be a maximum of 3000 words (12 font, Arial or Times New Roman single spaced)
Teams are also required to perform a 10-minutes Oral presentation for their assignment.
Written report:
Blueprint
Front stage and back stage functions
Moments of truth for this service organisation
Determinants of satisfaction/dissatisfaction (gap model)
Service-recovery strategy plan
Report format & referencing
Oral Presentation:
Demonstrated key service failure/ moment(s) of truth
Appropriateness of service recovery strategies
Flow of presentation, interaction, and issues presented
Overall impression of excellence
