INSTRUCTIONS FOR SERVICE ENCOUNTER REPORT ASSIGNMENT You are assigned the following service industry encounters. Check your industry below and download YOUR encounters from the moodle. Follow the instructions from the course outline or find a copy of instructions below to complete your assignment 2. The report should be typed or word-processed and free of spelling and grammatical errors. Use your own words and ideas. Cheating of any type will not be tolerated, including plagiarism. Submit a hard copy of your report by MAY 14, 2013 class time (13:30 Cyprus time). A penalty of 10% per day will apply to late papers. MRKT 534 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 105061 105362 115332 115466 115542 115811 115849 125134 125161 125324 125408 125421 125428 125554 125561 125758 125766 125784 Airlines Banks Education Health care Internet Restaurants Airlines Banks Education Health care Internet Restaurants Airlines Banks Education Health care Internet Restaurants Service Encounter Report: Analysis of Journal Entries After creating a journal of your service encounter entries from the perspective of a customer, now you will work on a report, from the perspective of a services manager. You will be given data (five entries) on APRIL 30, 2013. The purpose of the service encounter report is to analyze service encounters in detail. You will divide them into "very satisfying" and "very dissatisfying" piles (if you have). Look through each pile and try to identify any similarities and differences that seem to exist for each group. In other words, you will analyze the organizations that provided the worst and excellent service. Identify the sources and actions that seem to account for satisfaction or dissatisfaction with services provided by the organizations. Type a (MAX) THREE page paper (double-spaced, oneinch margins, 12 point Times Roman font) analyzing five encounters in one of the six industry sectors (airlines, banking, restaurants, education, internet service providers and healthcare). Try to identify “What makes customers satisfied or dissatisfied” by applying Customer Perceptions of Service chapter. In this paper, be sure to include and discuss relevant course concepts as you analyze and synthesize your service encounters. Focus especially on any managerial implications which might exist. i.e., what should you -as a service manager- learn from these service encounters? The service encounter report is due by MAY 14, 2013.