1. Individual Assignment Guidelines
MKT 412
Individual Assignment
Guidelines

2. Service Encounter Presentation
Two service experiences of your own
Extraordinarily bad
Extraordinarily good
Bad Experience
Brief story description-
Including you 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

3. 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

4. Instructions Duration Number of slides 5-7 Hard copy of the slides
4-5 minutes (cannot exceed time limit)
Number of slides 5-7
Hard copy of the slides
2 slides per page
Should be submitted before presentation.
Presentation Dates: Before MID II