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Discuss your experience from a Service Management perspective by using relevant MGT concepts such as:
- Expectations - Customer Types - FISH - RATER - Quality Gaps
Incorporate/apply the above quote into your discussion. You must support your discussion with reference to course Readings and other research.
Solid business support examples from your RATER evaluation must be used, not solely definitions of concepts. Theoretical support from course notes, Readings and other research must be included to support your discussion.When doing the Weekly Readings, keep notes of quotes or paraphrased ideas that could be incorporated into your essay. Remember to keep reference details also. Your essay must be written in the third person and follow the ICMS Style Guide (this will be discussed in Week 5).