To become more aware of critical aspects of the service encounter from a customer’s perspective: Service Marketing Assignment, SU, Malaysia

PART A- ASSIGNMENT OBJECTIVE:

1. To become more aware of critical aspects of the service encounter from a
customer’s perspective.
2. To gain an understanding of the critical incident technique’s potency

PART B- ASSIGNMENT INSTRUCTIONS AND QUESTIONS

Consider a time when you had a particularly satisfying interaction with a service company. Follow the instructions here, which are identical to the instructions in a real study, and pay attention to the insights you gain about your needs in any of the services companies (example; Bank, Restaurant, Hotel Stay, Travel, Telecommunication and etc)

Answer

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