In teams of 4-5, students are required to choose 1 of the team's service organization from...
In teams of 4-5, students are required to choose 1 of the team's service organization from Assessment 1 and write a report that addresses the following: 1. Present this service organization as a blueprint. 2. What are the service organization's front stage and backstage functions? 3. What are the "moments of truth" for this service organization? 4. Show the determinants of satisfaction/dissatisfaction for this service organization. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organization. 5. Devise a service-recovery strategy plan for the service organization to deal with various critical incidents.