Individual Assignment Guidelines MKT 412 Individual Assignment Guidelines

Service Encounter Presentation Two service experiences of your own Extraordinarily bad Extraordinarily good Bad Experience Brief story description- Including your feeling/emotions/expectation/perception What really went wrong Was there any recovery strategy in place? What was that How effective was that What would you have done if you were there in that position to handle the situation Your extent of spreading negative WOM for them

What exactly was the exceptional activity? Good Experience Brief story description Including expectations What exactly was the exceptional activity? Describe you feeling Your extent of spreading positive WOM for them

Instructions Duration Number of slides 5-7 Deliverables: 4-5 minutes (cannot exceed time limit) Number of slides 5-7 Deliverables: Submit a report explaining both the experiences (2/3 pages) Should be submitted before presentation. Presentation Dates: 30/11/18