Service Experience Diary Report

Service Experience Diary Report Assessment Criteria OVERALL GRADE:        HD 80-100%    D 70-79%    C 60-69%    P 50-59%    N1 40-49%    N2 <40% Excellent    Very Good    Good Meets minimum standards Does not meet minimum standards Weighting 15 The service encounter diary describes the service experience Describes what happened Describes how the customer felt (emotions) Describes the ‘tangibles’ a customer sees Describes how the organisation delivered the service/interacted with the customer May be written in the first person 35    The analysis should cover services marketing concepts or theories: Expectations Customer satisfaction Service quality Any other concepts which may be relevant to the encounter (e.g., 7Ps, perceived risk, waiting etc.) The analysis should relate back to the experience and be supported by research. Textbooks may be used however journal articles are obligatory (refer outline). This section must be structured using correct report writing conventions.  Refer to style guide recommended in outline. 20 As part of the analysis a rating is provided for the service experience (such as SERVQUAL) and whether the customer would recommend the service to family or friends. This should be consistent with the encounter. 10 Recommendations are well-thought out and show application of theory. 20 Presentation, referencing, spelling, grammar and English writing conventions. PLACE THIS ORDER OR A SIMILAR ORDER WITH US TODAY AND GET AN AMAZING DISCOUNT :)