You have been appointment as a service management consultant. Youre required to write a report on an organisation of your choice (as a case study) but within your degree programme for example tourism, events, aviation or music. The report should identify and assess given aspects of service excellence like the service quality gaps, incl. service recovery and complaints management strategies and provide service delivery recommendations for improvements.

Word Count 2000 words

LO1: Recognise aspects of excellent customer service and familiarise with measurement of customer satisfaction and service quality

LO3: Critically evaluate organisations service provision

Key elements:

- The use of the relevant marketing theories and frameworks in your answer to the above task

- Evidence of well-structured and logical marketing report with introduction, main body and conclusion.

- Word limit 2000 words maximum (excluding bibliography and appendices). The individual essay weighs 100% of the module marks.

This assessment encourages students to develop and practice the following skills:

Academic writing, researching, analysing, interpretation of the data or information collected and application and presentation of marketing knowledge.