HRMHA442
Help Requirements Syllabus The Class Library Communicate Instructor
HA442 : The Class : Customer Service : Service Transaction : Cust/Ser Transactiom

Customer Service Transaction

To complete this assignment successfully, you should:

  1. Read the assignment carefully
  2. Open and study the links




Point your browser to:

http://www.nau.edu/library/courses/hotelrestaurant/ha442-rande/reserve/barrington2.html

Click on the customer service article and read. Be sure to double click on all of the thumb nail diagrams of the graphics. This will increase the size of the graphics so you can read them.

1. Look over the seven reasons for poor service listed in the article, choose three of them and give you insight on its role in declining service.
Would you add or take any away from the list?

2. The article states one of the reasons for poor state of service is that more time and effort is spent on production and not on service management. Do you agree or disagree? Explain your response.

3. Choose three of the nine attributes of service listed in the article. Explain in own words the importance of the attributes to the state of service in America.

4. Evaluate the factors of the ANTICIPATION step of the customer transaction. Choose two of them and explain in your own words the importance.

5. Evaluate the factors of the ACTUAL EXPERIENCE step of the customer transaction. Choose two of them and explain in your own words the importance.

6. Evaluate the factors of the RESIDUAL step of the customer transaction. Choose two of them and explain in your own words the importance.

7. Know that we have looked at the three steps of the customer service transaction, what would the usefulness of this material to a food service manager, how would you explain the material to your staff?


For grading purposes, please provide the following information:

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Once you have filled in the areas above, click the Send button below to send your response to the instructor.

  

Send E-mail to Dr. Rande or call (520) 523-1710


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