INDIVIDUAL ESSAY

Choose 2 of 5 to write for the individual essay. Deadline: .................

1. Take a service of a real service organisation as an example. Point out the

characteristics which make difficult for the target customer to decide to
buy it. Design one P you like in 7Ps to help target customers overcome
their difficulties

2. Take a service of a real service organisation as an example. Identify search

attributes, experience attributes and credence attribute you (as a services
consumers) used to evaluate the service. How will you contribute to the
service organisation for service improvement?

3. Take a service you have experienced. Identify your perceived risks in

purchasing and using the service. How will you contribute to the service
organisation for service improvement to handle with these perceived
risks?

4. Take a service of a real service organisation as an example. Depict the

flow of activities. What are the moments of truth and the critical incidents
in the service delivery? How will you contribute to the service
organisation for service delivery improvement?

5. Take a service of a real service organisation as an example. Depict the

flow of activities. Is it high contact or low contact service? How will you
contribute to the service organisation for service delivery improvement?

Question 1 Answer Maximum Achievement

Q1:Take a service of a real service Real service, real service
organisation as an example. Point organisation 5
out the characteristics which make
difficult for the target customer to Services characteristics 30
decide to buy it. Design one P you
Design preferred P
like in 7Ps to help target customers 10
overcome their difficulties
Essay writing presentation 5
Total
50
 Question 2 Answer Maximum Achievement
Q2:Take a service of a real service Real service, real service
organisation as an example. Identify organisation 5
search attributes, experience
attributes and credence attribute Services attributes 30
you (as a services consumers) used
Service improvement
to evaluate the service. How will 10
you contribute to the service
organisation for service Essay writing presentation
improvement? 5

Total
50

Question 3 Answer Maximum Achievement

Q3:Take a service you have Real service, real service
experienced. Identify your organisation 5
perceived risks in purchasing and
using the service. How will you Perceived risks 30
contribute to the service
Contribution to the service
organisation for service organisation 10
improvement to handle with these
perceived risks? Essay writing presentation
5

Total
50

Question 4 Answer Maximum Achievement

Q4:Take a service of a real service Real service, real service
organisation as an example. Depict organisation 5
the flow of activities. What are the
moments of truth and the critical The flow of activities, the 30
incidents in the service delivery? moments of truth and the
How will you contribute to the critical incidents.
service organisation for service Service delivery
improvement 10
delivery improvement?
Essay writing presentation
5

Total
50

Question 5 Answer Maximum Achievement

Q5: Take a service of a real service Real service, real service
organisation as an example. Depict organisation 5
the flow of activities. Is it high
contact or low contact service? The flow of activities,
How will you contribute to the 30
high/low contact service
service organisation for service Contribution to the service
delivery improvement? organisation 10

Essay writing presentation

Total
50