Service Experience Diary Report – Mystery Shopper

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    Service Experience Diary Report – Mystery Shopper

     

    1. Visit or experience a service organisation or event. [Student’s choice is: Ebay shopping online service. http://Ebay.com]

    Diary

    2. Document your pre-purchase stage. This may include the process you undertook to find information on the organisation, how you plan to get there, your expectations of the visit (what you expect to see, time taken, cost, etc.), and any perceived risks. (I have purchased clothes, phone’s cases, books, etc. the service was pretty good communications, fast delivery, simple use)

    3. Document your actual visit/experience, (the consumption stage). Indicate the day and time of the visit and the weather conditions (if relevant) on the day. Indicate the composition of your group (if applicable). Express what happened during the visit and how you felt (express your emotions). Refer to ‘emotions in service encounters’ power point slide in chapter 10 lecture notes. Include all interaction you had with personnel and the inanimate environment. (I have attached it)

    4. Conclude this section by providing a satisfaction rating, a value for money rating and whether you would recommend this service to a close friend or family member. It is strongly recommended to read about customer satisfaction and service quality. (The prices was different form seller to seller, but in general they prices was suitable for everyone, and details of the item depends on the sellers but in general they were good enough)

    5. You may start to refer to theory in this section and then discuss it more fully in the analysis section of the report. This is not a mind dump; the content must be orderly and as an author you must proof read your work. Take pride in your work.

    Analysis

    6. Consider a more fitting title of this section tailored to your topic, for example if appropriate you may consider the title: ‘Analysis and recommendations for restaurant/website/store businesses’.
    7. Analyse your overall judgement and feelings about the service providing organisation in terms of services theories and concepts. Based on your experience you may wish to highlight the strengths and weakness of the attraction/organisation. This may be based on theories such as ‘expectations’, ‘satisfaction’, and ‘service quality’ or the 8Ps. You may wish to identify any opportunities and threats that this organisation may encounter. Again you must relate these items you have identified to relevant theories. Do not simply make this a ‘shopping list’ of attributes. (Theories that are mention in the last page of this requirements, use at least 4 or more)

    8. The articles provided must be use, a minimum of 4 academic peer reviewed journal articles. (The 5 articles from Google’s scholar, you have to find at least 5 articles that subjects related to the experience of the business as include it in the report writing) most important thing is to reference these articles including inext)

    9. This analysis phase should take up the remaining 3/4 of the word limit. Write in the 3rd person (i.e., the organisation, the customers etc.) and use
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    Referencing Requirements:
    eBay online shopping: http://www.ebay.com/

    5 different articles that is related to the subject (mystery shopper {eBay online shopping}) from Google’s Scholar: http://scholar.google.com/schhp?hl=en&safe=on
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