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Assessment 2 - Reflective Essay (I... 4'
Due on Week 10, Friday 23.59pm
Weighting: 35%
Choose a real-life service organisation that you are familiar
with (see attachment).
Prepare a flowchart of the back-stage as well as the front-stage operations of this business.
Using this flowchart, explain the significance of the service encounter, and its managerial implications.
The written component of the essay should not exceed 2000 words (12 font, Arial or Times New Roman single spaced)
1. Flowchart
Backstage
Front stage
2. Explanation of significance of the service encounter
3. Analysis of managerial implications
4. Essay format & presentation
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