1. Service Marketing Report – Hong Kong Express (HK airline company)
2. Background / company overview
3. Present this service organization as a blueprint. (and add flow chart)
4. What is the service organizations front stage and back stage functions?
5. What are the moments of truth for this service organisation?
6. 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.
7. Devise a service-recovery strategy plan for the service organisation to deal with various critical incidents.
8. APA style of referencing x 10
9. 2200 words (12 font, Arial or Times New Roman single spaced) (charts/blueprint not count in this)
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