| Category | Assignment | Subject | Management |
|---|---|---|---|
| University | Kaplan Business School | Module Title | MBA651 Managing Service-based Industries |
| Word Count | 1200 words (+/- 10%) |
|---|---|
| Assessment Type | Individual Written Analysis |
| Assessment Title | Assignment 1 : Service Experience |
| Academic Year | 2025 |
Individually, you are required to prepare a 1200-word service experience analysis by demonstrating content knowledge of weeks 1 to 3.
In this individual assessment, students will be allowed to justify the importance of the characteristics of service-based industries and the service economy by providing an assertive decision-making process in selecting a service experience, understanding the consumers' role in a service-based context, and analysing the core components of service. Students will be assessed on their ability to convey a personal service experience while justifying the interactions made during that experience and making connections with one main component of service from the 5 I's.
To help you start this assessment, please go over the content of the first three weeks of the trimester. Your workshop facilitator will explain the conceptual background of the 5I's in week one. Please pay specific attention to your workshop facilitator's instructions and advice regarding service experiences that might be difficult to convey. Some experiences might have too many interactions or might have been exposed to unique circumstances or a different context; this is likely to impact the experience, and it will be challenging to clarify externalities within 1200 words.
1) Think about a unique service experience you have had recently. Some examples might include going to a restaurant, staying in a hotel, travelling using an airline, making online purchases, having doctor appointments, etc.
2) Select a somewhat transactional experience. This means you only had one interaction with the service provider, and this experience only evaluates this unique interaction. Once you have selected your experience, you must share it from your customer's perspective. It can be a positive or negative experience. A recent experience will allow you to dive into the interactions and provide a more holistic overview of "what happened".
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