Reflective Essay

Choose a real-life service organisation that you are familiar with.

Prepare a flowchart of the back-stage as well as the front-stage operations of this 

business. 

Using this flowchart, explain the significance of the service encounter, and its 

managerial implications. The written component of the essay should not exceed 

1200 words (12 font, Arial or Times New Roman single spaced)

1. Flowchart 

Backstage 

Front stage

2. Explanation of significance of the service encounter 

3. Analysis of managerial implications

4. Essay format & presentation