Marketing

Chapter 12: Service Quality Assignment

Research has shown that customers evaluate service quality based on five components: Reliability, Assurance, Tangibility, Empathy, and Responsiveness.

The goal of this assignment is for you to rate the quality of a service experience you have recently encountered.

In this written and typed assignment, you must do the following:

Describe the service experience (include location, time, date, and basic description)

Describe the service experience based on the RATER method.

Make sure you define each component

Explain how you evaluate the service experience based on that component. Use examples from your service experience as proof.

Be prepared to discuss your findings with the class.

THIS ASSIGNMENT WILL BE GRADED!