Reference no: EM133749332

After creating 10 service encounter entries, the purpose of the service encounter paper is to analyze two service encounters in detail. This paper (6-8 full pages, double-spaced) will consist of two parts: First, you will write about the organization that provided you with the worst service of any organization you encountered this semester, and, second, you will write about an organization that is doing an excellent overall job of applying services concepts.

Directions:
1. Discussion of worst service. (Approximately 3 pages.)
The paper should begin by describing the worst service you received from an organization this semester. Based on the textbook and issues covered in class, diagnose what went wrong in the encounter. That is, from a services management perspective, what is the real cause of the problem? (Use concepts from class to diagnose why the firm did not deliver service that met your expectations.) Then, assume the manager of this firm is reading your paper and recommend the three most important actions that should be taken to improve service. Be specific (e.g., suggesting that employees "need more training" is not a particularly enlightening or useful recommendation). To demonstrate your understanding of course concepts, use concepts and strategies from the class to support your suggestions. Be selective and focus on the most important issues. A good paper will describe the problem(s) in detail and present a specific, logical plan for improvement.

2. Discussion of best service. (Approximately 3 pages.)
In the second part of the paper, write about an organization that, based on the service encounter you had with them this semester, appears to be doing an excellent overall job of serving their customers. The discussion should include the three most important actions that you believe the manager has undertaken to deliver such good service. That is, based on your reading of the textbook and issues we have covered in class, diagnose what this firm is doing well. In your analysis you should demonstrate your knowledge of services management concepts by discussing what this organization does that makes it successful, using (and clearly labeling) concepts covered in class discussion and the textbook.

3. Discussion of lessons learned.
Finally, you should conclude your paper with 1-2 paragraphs discussing what you learned from this experience and how you will apply it in your career. Be specific here; saying that you have learned "what good service is" does not provide much insight, nor does saying that you will "use what I learned at work."