You have a number of service encounters weekly such as going to restaurants, Uber, retail purchases, etc. Choose 2 of your recent and impactful encounters for analysis. Please use the service journal form download to describe your service encounters.
Write a 2 page single-spaced 12 pt. font report analyzing these 2 items. First, summarize each of the service encounters and then analyze them. Use the concepts we cover in the course such as GAP analysis (and others) to explain the service encounters and why they were successful or how the service encounters could have been better. Think about how the concepts from the course explain the events and how the dissatisfying events could be rectified. What are the possible issues with the company why the incident occurred, and how it could be fixed or avoided? Conclude by mentioning what you learned from doing this assignment.
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