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Discovery Learning Exercise

Service Experience

20 points

Goals

The main purpose of this assignment is to reflect on your experiences and feelings as a guest of one of the hospitality industry establishments (e.g., hotels, restaurants, events, or cruise), provide your evaluation of the operations based on the core characteristics of services, and make suggestions for improvement.

Steps

In order to complete this assignment, please:

Think about your latest or most memorable experience of being a guest in a hotel, restaurant, cruise, airplane flight, or event (a special event that is not business/career-related).

Please provide your critical assessment of the experience. Please think about all aspects of services that you remember about, namely, intangibility, inseparability, variability, and perishability.

Write the summary and reflection on your experience as a guest following the requirements in the

Submission

section below.

Submit the paper on Blackboard.

Submission
• You should submit a paper with the summary and reflection on your service experience.
• In the paper, describe your experience as it happened and in the first person only: “I felt”…”I found myself wondering, “…”I worried that”…”I think they should have”…. Be sure to reflect on all that you learned about being the guest in the selected industry segment. Use the past tense when you write.
• This paper should be well-composed; typed about two full pages describing the experience, double spaced with one-inch margins all around; no misspellings; grammatically correct; and using a 12-point font.

The paper should include the following sections:

A cover pageshould include the title of your paper based on the experience (be creative!), location, approximate date of the experience (at least month and year), your name, and submission date.

Introduction:Provide details about your selected site, e.g., which site you selected and why, where it is located, what you did during your visit.

• Inseparability: Simultaneous production and consumption make it challenging to control the quality of the service. What is your overall evaluation of the service experience? What did you like and what you did not like?
• Tangibles: Describe the physical environment of the site that you visited. Please think about the exterior and interior design and atmosphere of the service site, employee uniforms, and any other tangible elements, such as brochures, business cards, tickets, menus, etc.
• Intangibility: Discuss the intangibility of the provided services. What aspects of your experience were intangible? How did they contribute to the overall evaluation of your service encounter?

Variability: Human factor makes service highly variable. How was your experience affected by the staff members of the site that you visited? How other guests affected your experience? Do you think they had the same experience as you?

• Perishability: How was the business handling the perishability change? Was the restaurant full? Were there a lot of attendees at the event? Please think about the ways a company encourages customers to try their product (e.g., happy hour posters, promotion of future events, ad of a lobby bar, etc.).

Conclusions and suggestions:Include your thoughts on how the entire service process and experience could be improved.