Individually, you are required to record a 10-minute webinar in which you are to assume the role of
a service experience manager who is in charge of the same tourism and hospitality organisation
that you chose for the first assessment, and to collate supplementary documentation to support
your presented content.
The purpose of this individual assessment is to foster students’ ability to evaluate the decisionmaking processes of consumers in service-based contexts and the use of service design and
service-dominant logic in the delivery of service experiences.
Presume that your alternative service design has been accepted, and now you have been tasked
to measure and evaluate post-service delivery customer satisfaction. Individually, conduct in-depth
research of the current, peer-reviewed literature and industry publications to find two industryspecific examples of how best to measure and evaluate customer service experience. Based on
the identified industry examples and the leaned lessons of failure vs success, you are then
required to prepare the following supplementary documentation:
• A concise service guarantee statement that addresses the five key features, and considers
the consumer-decision making process (one page no more);
• A comprehensive service recovery plan encompassing the immediate and long term focus
(one page no more and preferably in a landscape page layout);
• A concise proposal of the customer satisfaction measurement method and its subsequent
evaluation followed by a detailed description of its intended practical application (two pages
Once you have prepared the required supplementary documentation, you are to record a 10-
minute webinar in which you advise the senior management of the chosen tourism and hospitality
organisation on the following:
• A critical evaluation of the two industry examples and its lessons that senior management
should consider in effectively measuring and evaluating customer satisfaction.
• A detailed justification of the prepared service guarantee statement and its content; the
service recovery plan; and the proposed customer satisfaction measurement method and its
subsequent evaluation followed by a detailed description of its intended practical
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In completing this assessment, you are required to use at least 10 sources of information and
reference these in accordance with the Kaplan Harvard Referencing Style. These may
include websites, government publications, industry reports, census data, journal articles, and
newspaper articles. These references should be presented as in-text citations and a reference list
at the end of your webinar.
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