What is the service organisation front stage

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Reference no: EM131225701 , Length: word count:2750

Service Recovery Group Report:

In teams of 4-5, students are required to choose 1 of the team's service organisation from Assessment and write a report that addresses the following:

1. Present this service organisation as a blueprint.

2. What is the service organisation's front stage and back stage functions?

3. What are the "moments of truth" for this service organisation?

4. 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.

5. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents.

Teams are also required to perform a 10-minutes Oral presentation for their assignment.

2750 words

5 Harvard references.

Reference no: EM131225701

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len1225701

9/30/2016 12:31:30 AM

This is a service recovery report as my tutor gave me 5 questions about this assignment. In the Written report: Blueprint, Front stage and back stage functions, Moments of truth for this service organization and Determinants of satisfaction/dissatisfaction (gap model), Service-recovery strategy plan and Report format & referencing. Oral Presentation: Demonstrated key service failure/ moment(s) of truth, Appropriateness of service recovery strategies and Flow of presentation, interaction, and issues presented.

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