The assignment requires you to record your experiences with a service provider by observing the physical environment, process and people (i.e., the new 3 Ps of
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The assignment requires you to record your experiences with a service provider by
observing the physical environment, process and people (i.e., the new 3 Ps of services
marketing) and identify your cognitive, affective, and behavioural responses. There
should be evidence of direct cause and effect relationships in your discussion of service
quality.
Relevant course concepts and models (e.g., Gaps model, the dimensions of service
quality, customer satisfaction, and customer loyalty) should be investigated and
interpreted within this scenario to make analytical conclusions regarding service quality
and your responses.

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