ASSIGNMENT TWO: ESSAY WITH CUSTOMER SERVICE ANALYSIS (CSA)

Weighting: Word Limit:  2,500
LO 2. Apply major service management concepts and principles to the operation and performance of service organizations.
LO 3. Analyse service delivery effectiveness and performance.
Topic:
Undertake a customer experience analysis of a service operation. Also conduct research into how organisations like this operate. From your experience (your customer analysis) and your research (how organisations like this operate and what their main challenges are) discuss the service operation. Include in your discussion suggestions about how the organisation might improve its service delivery.
 
You are expected to cite 6 scholarly journal articles in your essay. You may also use an informant (e.g. a family member working for the organisation) and website and other material.
 
Instructions:
Further information on what is required will be provided during lectures and connect sessions. You will be provided with a Customer Experience Analysis template to use for your own customer experience analysis.
 
Your CEA is attached to your assessment as an appendix (in the form of an Xcel spreadsheet).
 
Your 2500 words is an Essay with three basic main sections: Introduction, Discussion (Areas for Management Attention), Recommendations. Please refer to the Stream Site Assessment 2 Resource Area for an Essay template.
 
Supporting Evidence and Source Material
You must refer to at least 6 (SIX) scholarly academic sources. These sources MUST be from refereed journal databases, which are available through the Massey library and are directly relevant to your discussion/areas for management attention. You can also include other web based sources, articles that are relevant like consultant’s reports or industry magazine articles, and interviews with expert informants like managers (if appropriate) (however these don’t count as academic sources).
Sources must be carefully cited (use the 6th edition of APA) and included in a reference list at the end of your assignment. Refer to the OWLL site for information about APA citing and
referencing.

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