For this assignment, you will be asked to complete a form report concerning two service encounters that you experience during the term. These reports will be more than just
just follow the instructions and read through the file i had uploaded
answering the question from the sample i believe
6/28/22, 4:12 PM Journal of Service Experience #1
https://elearn.ucr.edu/courses/50038/assignments/348534?return_to=https%3A%2F%2Felearn.ucr.edu%2Fcalendar%23view_name%3Dmonth%26vi… 1/1
Journal of Service Experience #1
Due Friday by 11:59pm Points 75 Submitting a text entry box or a file upload
Start Assignment
. Journal of Service Experiences (individual) 75 points
journal_Sample_BUS111_2013.docx (https://elearn.ucr.edu/courses/50038/files/3530619/download? download_frd=1)
For this assignment, you will be asked to complete a form report concerning two service encounters that you experience during the term. These reports will be more than just descriptions. They will require a formal analysis of the service quality experienced. You will submit each report on iLearn. Your report should be between 2-3 pages in length.
Submitted on due date after class [-20 pts] after due date [-50 pts].
The purpose of this assignment is for you to understand and evaluate service encounters from your perspective as a customer. We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, travel agencies, phone companies, auto mechanics, and copy centers. Each form will correspond to one service encounter submitted via iLearn. Be sure to completely answer the questions on the form.
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Blank Copy of Journal Entry for BUS 111 2 Journal entries @ 75 points each = 150 Points
Your Name
Service Industry/Type of Service
Name of organization/corporation
Location Information |
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Date of Service : |
Time of Svc: |
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Type of Service: |
Place: |
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Approximate waiting time |
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Rating of Service [1-10] 1= Excellent 10= Poor |
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Goals |
1. Describe the expectations you had when you arrived. Were the expectations met? exceeded? How did your expectations/attitude and those of other customers affect your experience?
Apply GAP#1
[ See page 46-47 for extra help .. strategy insight. Using the Gaps Model to assess an organization's Service Strategy.]
2. How were your expectations affected by the level of Service Standards ? Servicescape? Apply GAP #2
reflection
3. Describe how technology was integrated or helped shape your experience? (New innovative ways to deliver service, enabling you or the employees to service better, support or enhance your experience, etc.)
4. Describe how your experience may illustrate one of the eight central paradoxes in technology as described in your textbook [pg. 19].
5. How does your experience related to any issues in Provider Gap 3 or 4 as defined in CH 2?
[Note : Each question is worth 10pts for a total of 50 points per journal entry. Please submit on iLearn on time.
These reports will be more than just descriptions. They will require a formal analysis of the service quality experienced. Your report should be between 3-6 pages in length.]
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