Service Encounter Website Analysis

You are required to write a report to reflect on issues underlying customer comments, andto 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.