reflection

Choose and participate in a service experience. Choose any experience you want. It can be something as simple as buying a coffee or complex as a stay at a hotel. This Reflection should be 5 pages in length at a minimum and 7 pages at a maximum, double spaced. Please consider the cases and conversations we have had in class to help frame your answers.

Please write a reflection of your experience that addresses the following topics:

 

• Describe the service experience and how/why you made the decision to “purchase” the service as well as your expectations prior to the experience. How did you gather and evaluate the information available before making a decision and what was the desired/expected outcome?

• Describe the Servicescape and the Service Encounter.

• Reflect on your perception of the service encounter, whether your expectations (as outlined) were met and, if not, whether anything was done by the provider to rectify the situation.

• Think about the overall organizational structure – do you have a sense of whether the organization understands the value of a service encounter and has set up tools for employees to be successful?

• What has the organization done, if anything, that might differentiate it as a service organization?