Service Journal Assignment

Service Journal Assignment - Spring 2016

Service Journal (20%). The purpose of this journal is to develop service delivery observation skills, apply theory discussed in class to each entry, and to reflect on your learning experiences as a consumer. Beginning the week of February 15th, keep a personal journal of service encounters organizations in a variety of contexts, e.g., mail, telephone, utilities, retail purchases, restaurant experiences, internet services. You should record key information (where, when, nature of transaction) as well as your perceptions/feelings, observations, and applicable theory to each service experience. It is recommended that experience summary's be composed on the same day you experience the service. The experience is easier and more accurate to recall. An addition, your analysis will be more comprehensive if you complete it soon after the actual experience .

Date Due: April 01st

Please note: LATE JOURNALS RECEIVE A 30% PENALTY.

Project Format & Deliverables:

1. Select 10 service encounters for your journal. Prepare a summary of each encounter. Suitable examples are will be distributed in class. Use one page per entry. Each journal entry is single spaced, 1” margin, 12 point font.

2. Compose a 3 page lessons learned double-spaced summary. How would you evaluate your service experiences? Can you formulate 3-5 principles based on your first-hand experiences? After completion of the journal, reflect on the service encounters and ask, “What did I learn from these experiences overall? What did I learn about myself as a consumer?” This section is important as it is evidence of what you have learned outside the classroom, your critical thinking skills, and your writing skills.

3. The Service Journal Work Session as noted in the class schedule will be focused on your experiences. Attendance is mandatory . Part of your journal grade (10%) is based on your participation. Be prepared to discuss the best or worst service experience from your diary. Your assignment must be turned in during the work session. As noted above, assignments turned in after that time will receive the 30% penalty. No exceptions! You have ample time to complete this assignment.

4. Grading criteria includes organization, range, and depth of experiences, quality of writing, and evidence of learning as reflected in each analysis. Each entry is worth up to 8 points (80 total) and the lessons learned summary is worth 10 points. Participation in the Service Journal Work session is worth 10 points. Additional extra credit may be awarded for documents that are exceptional in terms of appearance and creativity.

*Any experiences submitted that are not YOUR EXPERIENCES will result in a failing grade on this assignment.