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LT2SEMMU Service Marketing
Assignment Brief:
The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters (Barnes et al, 2020).
Analyse and discuss one good and one bad service encounter that you have personally experienced in the last 12 months. You may have been either the service provider employee or the customer, but it should be based on personal experience. Use relevant service marketing theory to illustrate your answer.
2,000 words
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