This project can be done by a team of 2 to 4 people. Directions on forming your own team or being assigned to a team will be provided. There will be several formats to choose, but all will require interaction with a real service organization for some part of the project. Due date - Results will be presented during the last three class sessions and the written report is due on the same day. Service Watch - You will need to find an article from a business publication or newspaper that focuses on some facet of services marketing.
Due date varies.
Complaint Letter - Customer perceptions of service quality and management responses to service quality issues are important issues for this course. You will be required to write and send a service complaint letter early in the course so that you can get a response by the end of the semester. Due in Chapter 4 class. Subscribing to the class listserv is required. You are responsible for checking your email account for any course changes or assignments.