MAJOR COURSE OUTPUT 1

Narrative report describing of an experience with services rendered select only

1(nomnom, food panda, beauty salon, J&T express, LBC, JRS) 50 words only.

Food Panda

The third time we order, we were not given the correct food. We contact their

customer service center with our concerns, but they only respond with vouchers and

a description via email. In our next order, the same issue arises. As a result of

dissatisfaction, we decided to avoid ordering.

MAJOR COURSE OUTPUT 2

Critique of service innovation, name 1 service innovation design applicable in

the Philippines, explain why the need for innovation.

UNDERNEATH TRAIN STATION (SUBWAY TRAIN)

From my perspective subway train is far more superior to the skyway train

that we currently have here in the Philippines. Many of our fellow Filipinos resort to

commuting with a train than be stuck in long heavy and hot scenarios of traffic. In

cities like Manila where congestion is a heavy issue, subway travel is much quicker

than other modes of transportation. In this respect, subways even have the edge

over public buses, as they can avoid any street congestion by literally going

underneath it. Subway travel also has other conveniences. For instance, you won’t

have to worry about auto maintenance or buses breaking down. Another benefit of

subway travel here in the Philippines is that it is highly environmentally friendly.

Subways are not only more environmentally friendly than cars, but they also have an

advantage over city buses because they do not inject toxic exhaust gases into the

air. However, for the safety and security of subway transit, vehicle-related deaths are

far more highly in number compared to underneath accidents in other countries. If

we have subway system in our country I can assure road accidents will certainly

decrease. As for potential terrors, the solution is to put cameras in every corner and

area of the entire station, including the inside of the train, and implement strict

security checks to every passenger to ensure that nobody will cause any harm.

MAJOR COURSE OUTPUT 3

Give example of a physical evidence and service escape and explain why

would it affect the relationship and the organization?

Physical evidence is evidence that can either be seen or touch. Customers

often use tangible cues, or physical evidence, to evaluate a service before

purchasing it, as well as to measure their satisfaction with it during and after

consumption. Service escape, on the other hand, refers to the atmosphere in which

services are delivered and where the firm and customer interact. For example, in an

expensive restaurant the physical evidence would be fancy chandeliers, paintings,

tableware, and furniture whilst for the service escape, it’s the music, smell,

temperature, and color of the restaurant. Both of these are important in the

organization since these can affect the overall positioning of the business. Service

escape affects the outward appearance of the organization and thus can be critical in

forming initial impressions or setting up customer expectations — it is a visual

metaphor for the intangible service. Meanwhile, physical evidence comprises the

elements which are incorporated into a service to make it tangible and somewhat

measurable. At the same time, it aids in identifying the right kind of customer.