Assignment to be completed by each student:

Class Co-production Paper Assignment:

• Co-Production (Class Participation) Guidelines
• Example Co-production Paper
• Another Example Co-production Paper
• Still Another Example Co-production Paper
• Example (Old) Class Participation Paper

Service Blueprint Assignment

• PowerPoint Example (Wood County Hospital)............Note: this is a large file and may take 5 minutes (or more)  to download.  (This blueprint was one of two chosen for an award bythe Department of Marketing's Institute for Service Excellence in Fall 2006.)
• PowerPoint Example (Soto Salon)............Note: this is also a large file and may take 5 minutes or more to download.  (This blueprint was one of two chosen for an award bythe Department of Marketing's Institute for Service Excellence in Fall 2006.)
• PowerPoint Example (Cycle Werks)
• PowerPoint Example (CBA Advising)
• Sample Blueprints (but, without pictures) (6 blueprints in PDF format)

 

• Click here (on each team name) for recommendations from Wood County Hospital Team and Soto Salon Team regarding the blueprint assignment.  (These two teams won awards for their blueprint and paper from the Department of Marketing's Institute for Service Excellence.)

Service Encounter Journal Paper Assignment

• Example of Complete Assignment from Spring 2007
• Examples of Journal Entries (part of the requirements for this assignment)
• Dick's Last Resort - Example Journal Entry (and a unique encounter)
• Sample Service Encounter Paper (#1)
• Sample Service Encounter Paper (#2)
• Sample Service Encounter Paper (#3)

or

Complaint Letter Response Analysis Assignment 

• Sample Complaint Letter Response Analysis (#1)
• Sample Complaint Letter Response Analysis (#2)
• Sample Complaint Letter Response Analysis (#3)
• Sample Complaint Letter Response Analysis (#4)

Company Complaint Letter (& Online Complaint Registration) Examples:

• Domino's Complaint Letter (written by instructor)  (for a copy of Domino's Response, click here)
• Hertz Complaint Letter (written by instructor)
• TruGreen Complaint Letter (written by instructor)  (for picture of referenced tree, click here)  (Note:  I did receive a call from "Mike" at TruGreen at 419.725.2191 on April 5, 2004.  He was trying to convince me to use their services again.  I told him my story and that I would consider using TruGreen again if they satisfactorily addressed the issue with the tree.  Mike said he would look into it and get back to me...I am still waiting.)
• Whiteleaf Hotel (PowerPoint File created by Instructor)
• AutoZone Complaint Letter (written by instructor)
• Greenbriar Complaint Letter (sample complaint letter written by student)
   
• Online Complaint Example (shows what could/should be turned in to receive appropriate credit)

 

Company Praise Letter Assignment

• Sample Praise Letter
• Another Sample Praise Letter
• A Third Praise Letter
• A Fourth Praise Letter
• A Fifth Praise Letter