The Service Encounter Journal and Analysis

Each student will record in a journal (template provided) at least 5 different personal encounters with a range of service providers which occurred within the previous three months. These encounters will form the basis of a report analysing service delivery issues. The template will be provided by your lecturer..

The purpose of this assignment is for the student to understand and evaluate the service encounter from one’s own perspective as a customer and to analyse the recorded situations utilising relevant course concepts and theories. The focus of the assignment is on analysis of the encounters using appropriate models and concepts – the description of the encounters should be included as attachments to the report.

The purpose of the report is to analyse the student’s service encounters using the concepts and frameworks which are being learned in the course. Students should use the report to demonstrate that they understand the link between services marketing theory and practice. The report should be 2,500 words in length. Each student must affix the journal detailing the individual service encounters to the report

Font: Times New Roman font size: 12
Referencing style : APA with in-text citation

Format

Executive summary
Table of content
Introduction
Description of 5 service encounters (Bank, public transport, airlines, massage parlour, insurance services) Analysis of service encounters Breadth of models/concepts included Link between theory and practice Conclusion with recommendation to improve the services provided by the service providers
Reference List
Appendix (Attach all 5 service encounters journal entry form)

5 separate Service journal forms need to be attached in the appendix (1,2,3,4,5). Journal entry form provided in next page.

Service Journal Entry Form

Name of Firm/Service Provider:

Type of Service…