Service Recovery Group Report:

In teams of 4-5, students are required to choose 1 of the team's service organisation from 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.

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

2750 words

5 Harvard references.