Complete ten journal entries describing recent service encounters you have experienced
The student is asked to complete ten journal entries (each 20 points) describing recent service encounters you have experienced (i.e., those occurring during this semester). The journal entries should be typed. Each entry will correspond to one service encounter that you have during the semester. You should enter descriptions of the service encounters as you experience them. Be sure to completely and thoroughly answer the questions on the journal entry form. Each entry should not exceed two pages typed in 10/12-point font.
Submit the service encounter journal entries on the dates listed in the syllabus. Please post them on the assignments folder in BB.
You are expected to record an assortment of types of encounters from a wide variety of service industries (i.e., do not do all restaurants). The best way to complete your journal is to fill a form out immediately following a particular incident. If you try to do your entries from memory, or do too many at one time, the quality of the entries will suffer.
We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. You are expected to record one such encounter each week in the format provided. The purpose of the journal is to make students more aware of sources of customer satisfaction and dissatisfaction with services.
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