‘Worst Experience’

Part II
Please re-read the ‘Worst Experience’ you described in Part I and the suggestions you made for
fixing the problems that occurred. Then re-evaluate what you originally thought may have been
mismanaged and how it should be fixed based upon what you have now learned in this course.
Provide a new answer outlining what you now think the cause of the problem was and what
management should do to ensure that it never happens again. Write your new answer below
your original answer under the heading Part II. Your new answer should be approximately 200
words.
The purpose of this assignment is for you to discover and for me to assess how much you have
learned about consumer services marketing over the last 12 weeks. This assignment will be
assessed based upon the quality of your thinking and insight into key course concepts. Marks
will not be awarded for paraphrasing the text.
ANSWER
Fail

 Server missed orders – human error

 Overbooking – human error
 Understaff – system design
Wait

 Long waiting and check in time – human error