Reference no: EM133737959 , Length: word count:1200
Managing Service-based Industries
Service experience analysis -
Your task: You are required to prepare a 1200-word service experience analysis by demonstrating content knowledge of weeks 1 to 3.
Assessment Description
In this individual assessment, students will be given an opportunity to justify the importance of the characteristics of service-based industries and the service economy by providing an assertive decision-making process in selecting a service experience, understanding the consumers' role in a service-based context, and analysing the core components of service. Students will be assessed on their ability to convey a personal service experience while justifying the interactions made during that experience and making connections with one main component of service from the 5 I's.
Assessment Instructions
To help you start this assessment, please go over the content of the first three weeks of the trimester, your workshop facilitator will explain the conceptual background of the 5I's in week one.
Please pay specific attention to your workshop facilitator's instructions and advice regarding service experiences that might be difficult to convey. Some experiences might have too many interactions or might have been exposed to unique circumstances or a different context, this is likely to impact the experience, and it will be challenging to clarify externalities within 1200 words.
Think about a unique service experience you have had recently. Some examples might include going to a restaurant, staying in a hotel, travelling using an airline, making online purchases, having doctor appointments, etc.
Select an experience that is somewhat transactional. This means you only had one interaction with the service provider, and this experience only evaluates this unique interaction. Once you have selected your experience, you must share it from your customer's perspective. It can be a positive or negative experience. A recent experience will allow you to dive into the interactions and provide a more holistic overview of "what happened".
Share the experience in the first person while still aligning to a high level of formality. The main elements of the experience should be shared. Such as the purpose of the experience, conversations with staff members, your personal expectation, the background of why you engaged in this service experience, the most meaningful interactions or conversations, and the overall outcome of the experience.
Once you've shared a comprehensive and detailed experience, you must link your service experience to one of the 5 core service components. Also known as the 5I's (intangibility, inventory, inseparability, inconsistency, and involvement). You can select the most appropriate component or the one you believe has the strongest link to your experience.
Justify the relevance between the experience and your selected service component. Using logic and reasoning, emphasise the main details of your experience that most clearly indicate and explain the correlation between the experience and the service component.
Please pay specific attention to your workshop facilitator's instructions and advice regarding service experiences that might be difficult to convey Some experiences might have too many interactions or might have been exposed to unique circumstances or a different context, this is likely to impact the experience. and it will be challenging to clarify externalities within 1200 words.
Appropriate examples might inclUde:
- A hotel stay
- A dining experience
• A coffee shop interaction
- A doctors appointment
An online purchase
A personalized experience (massage, catering)
Once you've identified the experience.
1) Share the experience in the first person while still aligning to a high level of formality. The main elements of the experience should be shared. Such as the purpose of the experience, conversations with staff members. your personal expectation. the background of why you engaged in this service experience. the most meaningful interactions or conversations. and the overall outcome of the experience.
2) Once you've shared a comprehensive and detailed experience, you must link your service experience to one of the 5 core service components (intangibility. inventory, inseparability, inconsistency, and involvement).
You can select the most appropriate component or the one you believe has the strongest link to your experience. During week 1, we discussed the core components of service.
This task evaluates your understanding of the characteristics of service-based industries and the service economy.
You must select a service experience from YOUR customer point of view and link it to one of the core components of service.
Students will be assessed on their ability to convey a personal service experience while justifying the interactions made during that experience and making connections with one main component of service from the 5 I's.
Remember to justify the relevance between the experience and your selected service component. Using logic and reasoning, emphasize the main details of your experience that most clearly indicate and explain the correlation between the experience and the service component.