Neutral Service Encounter And Banking Self-service Technology Discussion

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The objective of this project is for students to understand and evaluate service encounters from the most important perspective of them all: that of the customer. Specifically, students will record personal service encounters and identify service-related aspects that add value, and ultimately make recommendations to enhance one of the experiences.

(1) Final Project Progress Update: Submit a project progress update in Week 4 as a Microsoft Word document attachment labeled “lastname.firstinitial.update” (i.e. hublikar.s.update). Include the following in the project update:

How many service encounter entries have you documented in the journal so far?

Attach three journal entries- preferably the best, the worst, and a neutral service encounter.

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