Using last week’s reading, Task 28: Read Module 3 Service Measurement choose a s

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Using last week’s reading, Task 28: Read Module 3 Service Measurement
choose a service encounter that you had ranging from 1 to 5 where your
overall expectations after receiving the service were either star
service or slug or service where on a scale of 1 to 5 yields: 1)
strongly not met – slug service, 2) not met, 3) met, 4) exceeded, 5)
strongly exceeded – star service).
First, for the encounter you are sharing, how important were
your expectations for each attribute RATER of the service encounter (as
if they had to add to 100%, how important were your expectations as a
piece of the whole service encounter for RATE and R? Do you think your
expectations of the attributes of RATE and R change with the type of
service encounter? Why or Why not?
For this assignment, you will score the RATE and R as well as the Overall Service.
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Footnotes:
1 Star Service: The exceeding of expectations in Responsiveness,
Assurance, Tangibles, Empathy, and Reliability in the Overall Service
Experience.
2 Slug Service: The not meeting of expectations in Responsiveness,
Assurance, Tangibles, Empathy, and Reliability in the Overall Service
Experience.
Service Rubric:
Tell the story of the service experience (3 points)
Rate the company on each attribute of service detailing what you expected and what you received (5 points, 1 point for each principle).
Choose two ways the company could have improved this encounter (2 points)
Too Short by a lot (less than 400 words): -3 points (negative points for too short)
Too Short by a little (400 to 500 words) -2 points (negative points for too short)

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