Introductory Statement:
There are many facets that can influence the customer service experience; from the physical
environment to the personality and skill level of the service staff. Over the semester you have observed,
experienced, researched and observed these many elements in many different service contexts.
Business Report Context:
Your task is to choose one element that influences the overall customer service experience from the list
below. You should be researching and observing this element throughout the semester in your field
research to ensure you have sufficient evidence to complete a robust and informed report.
– The Servicescape Model
– The Service Encounter

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