Choose a real-life service organisation that you are familiar with
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Practice Problems

Choose a real-life service organisation that you are familiar with

Part 2: Individual report –

Choose a real-life service organisation that you are familiar with.

Prepare a flowchart of the back-stage as well as the front-stage operations of this business.

Using this flowchart, explain the significance of the service encounter, and its managerial implications.

1.Flowchart

Backstage

Front stage

2. Explanation of significance of the service encounter

3. Analysis of managerial implications

4. Essay format & presentation

Hint
Management"Service design and management primarily focuses on interactions between customers and employees thus far. This outlook maintains that the ‘service experience’ quality is determined by a customer throughout the last ‘service encounter’ occurring in the ‘front stage’ which discounts ‘back stage’ activities’ contribution."...
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