$1.$ Select a service industry you are interested in$/$familiar with: retailers, realtors, healthcare,

sports, clubs, pools, etc. Briefly $($one$-$two sentences$)$ explain why you chose this industry.

$2.$ Choose two competitors that operate within your selected industry such as:

a$.$ Competitor A: that makes it exceptionally easy for customers to use their services.

b$.$ Competitor B: that is not exceptionally user friendly.

As an example, think of a retailer that has changed their check$-$out lanes to self$-$

service from the services of a human checker and compare it with another retailer

that did not make this change. Briefly explain why these two.

$3.$ Do a little research. Which of the companies is rated higher in customer satisfaction?

How about quality? Briefly explain where you found this information and provide

evidence, cite your sources.

$4.$ Describe what are the factors that make for a satisfying user$/$customer experience in one

instance and a frustrating$/$bad one in the other instance.

Explain in detail your answer to this point. If you need to$,$ revisit the customer

satisfaction lecture. Your answer should clearly compare$/$contrast the two competitors on

comparable service features: i$.$e$.$ check in$,$ doctor$$s and patient information fill in$,$ etc.$).$

What differences do you notice? Where do customers seem to run into more problems?

How are these problems resolved?

$5.$ Describe how much participation is required from the customer in order for the service to

run smoothly? Provide some recommendations for the service provider that is struggling

to ensure the customers are cooperating in the delivery of the service $($i$.$e$.$ fill in some

forms in advance, etc.$).$ One detailed paragraph.