choose 1 of the team?s service organisation from Assessment
1 and write a report that addresses the following:
Present this service organisation as a blueprint.
What is the service organisation?s front stage and back stage functions?
What are the ?moments of truth? for this service organisation?
Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant
theories to also discuss service quality measurement (and quality gaps) in this organisation.
Devise a service-recovery strategy plan for the service organisation to deal with various critical
The report should be a maximum of 3000 words (12 font, Arial or Times New Roman single spaced)