Posted: May 26th, 2015

Service Recovery

Paper, Order, or Assignment Requirements

choose a service organisation from Assessment 1 (i will attach the first assessment) and write a report that addresses the following: 

1. Present this service organisation as a blueprint.

2. What is the service organisation’s front stage and back stage functions? 

3. What are the “moments of truth” for this service organisation?

4. Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organisation.

5. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents

P.S the service organisation on the first assessment is ‘Starbucks’