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MKT 412

MKT 412. Individual Assignment Guidelines. Service Encounter Presentation. Two service experiences of your own Extraordinarily bad Extraordinarily good Bad Experience Brief story description- I ncluding you feeling/emotions/expectation/perception What really went wrong

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MKT 412

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  1. 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 • You extent of spreading negative WOM for them

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

  4. Instructions • Duration • 3-4 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 July 14 & 16

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