Topic: service marketing and relationship marketing
Description:
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:
Present this service organisation as a blueprint.
What is the service organisation’s front stage and back stage functions?
What are the “moments of truth” for this service organisation?
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.
Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents.