Assignment Report Writing

/in /by

Organization: Stamford Grand Adelaide Hotel Service

Length: 3000 words

Course title: Service Marketing and relationship marketing

 

 

 

 

 

Length: Not more than 3000 words & 15 minutes

Presentation

 

 

 

Service Recovery Group Report:

 

Students are required to choose 1 of the team’s service organization from Assessment (Stamford Grand Adelaide Hotel Service )

 

1 write a report that addresses the following:

 

1. Present this service organization as a blueprint.

 

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

 

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

 

4. Show the determinants of satisfaction/dissatisfaction for this service organization. Use relevant

 

Theories to also discuss service quality measurement (and quality gaps) in this organization.

 

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

 

Incidents.

 

The report should be a maximum of 3000 words (12 font, Arial or Times New Roman single spaced)

 

Teams are also required to perform a 10-minutes Oral presentation for their assignment.

 

 

 

Written report:

 

Blueprint

 

Front stage and back stage functions

 

Moments of truth for this service organization

 

Determinants of satisfaction/dissatisfaction (gap model)

 

Service-recovery strategy plan

 

Report format & referencing

 

Oral Presentation:

 

Demonstrated key service failure/ moment(s) of truth

 

Appropriateness of service recovery strategies

 

Flow of presentation, interaction, and issues presented

 

Overall impression of excellence