Evaluate a service encounter by conducting a rater audit

Assignment Help Management Theories

Reference no: EM131100075 , Length: word count:1500

Assessment instructions-

"Service, both poor and outstanding, has a strong emotional impact upon us as customers, creating intense feelings about the organisation, its staff and its services, and influencing our loyalty to it."

• As a consumer of services, evaluate a service encounter by conducting a RATER audit.

• Your service encounter must be experienced by YOU as the customer during the current term (i.e. it must be a recent/current experience of yours)

• Discuss your experience from a Service Management perspective by using relevant MGT concepts such as:
- Expectations
- Customer Types
- FISH
- RATER
- Quality Gaps

• Incorporate/apply the above quote into your discussion.

• You must support your discussion with reference to course Readings and other research.

• Solid business support examples from your RATER evaluation must be used, not solely definitions of concepts.

• Theoretical support from course notes, Readings and other research must be included to support your discussion.

• When doing the Weekly Readings, keep notes of quotes or paraphrased ideas that could be incorporated into your essay. Remember to keep reference details also.

• Your essay must be written in the third person and follow the ICMS Style Guide.

Reference no: EM131100075

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