You are required to write a report to reflect on issues underlying customer comments, and
to consider a dual perspective on service, taking account of both customers’ opinions and the potential options available to the service provider. select and analyse customer comments on the website analyze first what was talked about (topics or themes about service encounters) and second, what was actually said (the nature of the comments). Third, you should reflect on and discuss the comments, identifying how they link to services marketing theory and finally, agree what advice you would give to the owner of the service.
Clear Identification and summary of themes and comments.
Excellent Overall quality of content analysis (3 marks)
Deep Analysis and discussion of how issues link to services theory.
Logical Analysis and discussion of implications for service providers.
Excellent Quality of communication and accuracy of referencing.
Possible websites for use
You may like to use one or more of the following websites, or you may select your own. Note that company websites are potentially biased so independent sources are preferable. It would be a good idea to decide what you are going to review before you commence because the overall data is very diverse.
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