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 customers 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?
