Wyndham vacations Service Journal Entry Form Assignment The objective of this project is for students to understand and evaluate service encounters from th

Wyndham vacations Service Journal Entry Form Assignment The objective of this project is for students to understand and evaluate service encounters from the most important perspective of them all: that of the customer. Specifically, students will record personal service encounters and identify service-related aspects that add value, and ultimately make recommendations to enhance one of the experiences..

(1) The Journal – YOU will use this journal and the entreesto assist you during the SERVICES ENCOUNTER PAPER. Students will keep a weekly journal to record the service encounters they experienced. This includes everything from a visit to a Doctor to an oil change, and a car wash to pizza delivery – even your experiences on an airline and with you cell provider are a service! Journal entries will be logged in a Microsoft Word document. I recommend recording the journal entries daily as it is easier to remember them and far more accurate, although weekly is fine as long as you enter a minimum of 18 encounters.

Specifically, use the following template as a guideline for your journal entries:

• Journal Entry Template

• Date and time of the encounter:

• Name and place of the service provider:

• When and Why did the service encounter take place?

• Was it proactive or reactive?

• What were the specific circumstances that led to this encounter?

• Through what mechanism did the encounter take place (i.e in person, internet, e-mail, phone, cell, self-service technology)?

• What happened – be detailed?

• How did you feel? Why? What was your level of service expected? Level Received? How could the encounter have been avoided or enhanced to a more optimum outcome? How likely will you be to return? Why?

Record a large variety of service encounters from multiple industries, and be sure to include both good and bad experiences alike, as this will come in handy for the final paper. Include minimal service encounter entries without any physical contact such as self-service, online, email, and phone.

(2) Service Encounter Paper ( three parts; maximum ten pages excluding title and references)

Students will utilize the journal entries as the foundation for the final paper. Students will use the GAPS model (p.388/389) as guidance for drafting the final Service Encounter Paper, and each part should be addressed in detail. The “Service Encounter Paper” will be a Microsoft word document.

The first part of the paper will identify the WORST service encounter of all that was recorded. Based on the class discussions, readings, and course material, diagnose the perceived problem and the root cause. Be sure to include a list of recommended actions that management could take to mitigate or eliminate this problem for future customers, be it policy, process or anything else that you identify when using the GAPS model.

The second part of the paper will identify the BEST service encounter of all that was recorded. Based on the class discussions, readings, and course material, illustrate how the firm exceeded expectations. Be sure to include a list of items that were key to providing excellent service and what makes the organization successful in your opinion.

The third part of the paper will include an overview of the lessons learned from this project from two distinct perspectives: i) that of the customer (what did you learn about yourself as a customer and what did you observe about other customers?), and ii) that of management (what did you learn that would help you be a better manager?).

Submit the final project to the drop box as two separate Microsoft Word document attachments ( The Journal and The Service Encounter).