1. My text book is “Customer Experience Management by Tavsan and
My text book is “Customer Experience Management by Tavsan and Erdem,” but somehow I
cannot find the PDF file of the book, and if you can find my text book or some kind of source
from the text book, PLEASE include it. It is a large portion of points, including the textbook
source for this assessment. I will also provide the “Personal Worst service Encounter
experience” and ” Personal best service encounter” ( Please use my personal experience for
this assisgment.) Service Encounter Paper The Service Encounter paper will be an analysis
of your four, service encounters from a customer’s point of view, and consist of three parts:
Part 1: The Worst Service Encounter Write one-page (APA formatting) about the hospitality
organization that gave you the worst service of any of your encounters. Based on our
discussions in class and readings from your books, diagnose the problem (s) with the
service then recommend actions that management should take to improve the service. You
are expected to cite at least one of your textbooks as a source for your recommendation
(APA formatting). This source will appear in your references at the end of the paper. Part 2:
The Best Service Encounter Write one-page (APA formatting) about the hospitality
organization that gave you the best service of any of your encounters. Based on our
discussions in class and readings from your books, explain why this service encounter was
so good. You are expected to cite at least one of your textbooks as a source for your
explanation (APA formatting). This source will appear in your references at the end of the
paper. Part 3: Lessons Learned Write a 1/2 page (APA Formatting) addressing the
following two questions: What did you learn from this assignment about yourself as a
consumer? What did you learn from this assignment that will help you be a better manager?
The paper will be evaluate based on the depth and substance of your observations, your
ability to diagnose problems, and how you apply what you have learned so far in this course
(See Rubric).