Service Experience Diary Report

Assessment Criteria

OVERALL GRADE:        HD
80-100%    D
70-79%    C
60-69%    P
50-59%    N1
40-49%    N2
<40%

Excellent    Very Good    Good
Meets minimum standards
Does not meet minimum standards

Weighting

15
The service encounter diary describes the service experience
Describes what happened
Describes how the customer felt (emotions)
Describes the ‘tangibles’ a customer sees
Describes how the organisation delivered the service/interacted with the customer
May be written in the first person

35    The analysis should cover services marketing concepts or theories:
Expectations
Customer satisfaction
Service quality
Any other concepts which may be relevant to the encounter (e.g., 7Ps, perceived risk, waiting etc.)

The analysis should relate back to the experience and be supported by research. Textbooks may be used however journal articles are obligatory (refer outline).

This section must be structured using correct report writing conventions.  Refer to style guide recommended in outline.

20
As part of the analysis a rating is provided for the service experience (such as SERVQUAL) and whether the customer would recommend the service to family or friends.  This should be consistent with the encounter.

10
Recommendations are well-thought out and show application of theory.

20
Presentation, referencing, spelling, grammar and English writing conventions.

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