As consumers, we all interact with service companies every day, for example, the University, a taxi driver, a restaurant, a grocery store, etc. To encourage us all to pay attention to these service encounters, please submit a written report that does the following:

The posting should either:

• Describe and explain on service encounter using class concepts
• Describe and explain a relevant article seen in the press (magazines, newspapers, websites, etc.)

Now that we are deeper into the class and you have more tools in your toolkit I expect you to go beyond just describing "what" you are seeing and additionally describe "why" you are seeing it in the context of what we have learned in class. What choices have they made and what tradeoffs are they making? How does it compare/relate to articles and cases we have covered. This is your opportunity to show me that you have gained new tools and can use them. Think of it as your own case study that you have found similar to Zappos, Shouldice, etc. Think about how in class we talked about not only what Shouldice was doing but why they were doing it. All of the things they were doing made sense for them based on their strategy and business model, but would not make any sense to a company with a different business model.