Task Details:
The purpose of this report is to show how the customer service experience is influenced by the service encounter and should incorporate the following components (at a minimum);
1. Clear definition of key terms and principles and sound introduction to report
2. Analysis of the chosen element.
This must include a contrast between at least two different service contexts. What are best practice or common industry approaches examples for this element in these service environments? What are your observations and what does the literature say?
There are many facets that can influence the customer service experience; from the physical environment to the personality and skill level of the service staff. Over the semester you have observed, experienced, researched and observed these many elements in many different service contexts.
Business Report Context:
Your task is to choose one element that influences the overall customer service experience from the list below. You should be researching and observing this element throughout the semester in your field research to ensure you have sufficient evidence to complete a robust and informed report.
– The Servicescape Model
– The Service Encounter
– Your choice of element (to be approved by subject co-ordinator by week 2)
Task Details:
The purpose of this report is to show how the customer service experience is influenced by your chosen element and should incorporate the following components (at a minimum);
1. Clear definition of key terms and principles and sound introduction to report
2. Analysis of the chosen element.
This must include a contrast between at least two different service contexts. What are best practice or common industry approaches examples for this element in these service environments? What are your observations and what does the literature say?
3. Recommendations.
Choose one restaurant and identify challenges and recommendations for management of the chosen element. These should be supported by personal observations as well as service management principles and theories. How should this organisation have performed? What could have been improved? Make sure that you link your recommendations back to your chosen element
