Organization: Stamford Grand Adelaide Hotel Service

Length: 3000 words

Course title: Service Marketing and relationship marketing

Length: Not more than 3000 words & 15 minutes

Presentation

Service Recovery Group Report:

Students are required to choose 1 of the team’s service organization from Assessment (Stamford Grand Adelaide Hotel Service )

1 write a report that addresses the following:

1. Present this service organization as a blueprint.

2. What is the service organization’s front stage and back stage functions?

3. What are the “moments of truth” for this service organization?

4. Show the determinants of satisfaction/dissatisfaction for this service organization. Use relevant

Theories to also discuss service quality measurement (and quality gaps) in this organization.

5. Devise a service-recovery strategy plan for the service organization to deal with various critical

Incidents.

The report should be a maximum of 3000 words (12 font, Arial or Times New Roman single spaced)

Teams are also required to perform a 10-minutes Oral presentation for their assignment.

Written report:

Blueprint

Front stage and back stage functions

Moments of truth for this service organization

Determinants of satisfaction/dissatisfaction (gap model)

Service-recovery strategy plan

Report format & referencing

Oral Presentation:

Demonstrated key service failure/ moment(s) of truth

Appropriateness of service recovery strategies

Flow of presentation, interaction, and issues presented

Overall impression of excellence