Assessment instructions-
"Service, both poor and outstanding, has a strong emotional impact upon us as customers, creating intense feelings about the organisation, its staff and its services, and influencing our loyalty to it."
• As a consumer of services, evaluate a service encounter by conducting a RATER audit.
• Your service encounter must be experienced by YOU as the customer during the current term (i.e. it must be a recent/current experience of yours)
• Discuss your experience from a Service Management perspective by using relevant MGT concepts such as:
- Expectations
- Customer Types
- FISH
- RATER
- Quality Gaps
• Incorporate/apply the above quote into your discussion.
• You must support your discussion with reference to course Readings and other research.
• Solid business support examples from your RATER evaluation must be used, not solely definitions of concepts.
• Theoretical support from course notes, Readings and other research must be included to support your discussion.
• When doing the Weekly Readings, keep notes of quotes or paraphrased ideas that could be incorporated into your essay. Remember to keep reference details also.
• Your essay must be written in the third person and follow the ICMS Style Guide.