Task Brief
1. Please select a service company operating in one of the following industries:
– Fast food company
– Transportation
– Personal grooming
– Education
– Financial services
– Telecommunications
2. You have been employed as a consultant for your chosen organisation with the
following deliverables:
i. Conduct market research to identify a critical incident where a customer is
extremely dissatisfied with the service firm, its staff, or the service provided.
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The market research can employ qualitative methods (e.g., interviews, focus
groups), quantitative methods (e.g., survey), or a mixed methods approach
(i.e., interviews and surveys).
ii. Provide an in-depth analysis of the critical incident/service failure including but
not limited to what went wrong, what actions were taken by the customer
after the critical incident/service failure, and what actions were taken by the
firm after the critical incident/service failure.
iii. Provide a visual illustration of the service blueprint for the service firm.
iv. Provide recommendations on appropriate service recovery techniques and
how customer satisfaction can be improved upon based on the findings of the
research
