Description
The purpose of this report is to show how the customer service experience is influenced by your chosen element. A template has been provided for you over the page, however in general, your report should incorporate the following sections; 1. Clear definition of key terms and principles and sound introduction to report 2. Analysis of the chosen element. Explain in detail how the element works (applied) within two different service contexts, observed physically or virtually. What are best practice or common industry approaches examples for this element in these service environments? What are your observations and what does the literature say? 3. Recommendations. Choose one of the organisations visited and identify challenges and recommendations for management of the chosen element. These should be supported by personal observations as well as service management principles and theories. How should this organisation have performed? What could have been improved? Make sure that you link your recommendations back to your chosen element. The word count excludes executive summary, references and appendix, (NOTE the field notes ONLY from your three related journals must be included at the bottom of your report as an appendix) and should be presented in the appropriate report format.
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