ITEC 2001 Western Governors University Service Processes Discussion During our discussion of Service Processes (Chapter 9), we learned about the Service Tr

ITEC 2001 Western Governors University Service Processes Discussion During our discussion of Service Processes (Chapter 9), we learned about the Service Triangle: Service
Strategy, Employees, and Systems, with the Customer at the center. Part of our discussion involved
examples of companies that have provided great customer service to you in the past.
This assignment requires you to identify a company that you think provides great customer service by
describing the following:

Its overall Customer Service Strategy.

Its Organizational Structure (triangle, square, circle, or combination) and if that contributes to
customer service quality or hurts it.

Its Service Package.

How it structures the Service Encounter.Ideally, you should pick a company for which you are a customer so as to make this assignment personal
and not abstract. It doesn’t have to be large or well-known (e.g., among the best papers I ever read was
from a student who wrote about his favorite bar – the “Minus 5 Ice Lounge” – and another wrote about
where she got her hair cut). However, you cannot use any of the following companies as your topic:
Amazon, Apple, Dell, McDonald’s, Microsoft, Nike, Netflix, Southwest Airlines, Starbucks, Toyota, Wal-
Mart, or any on-campus business (if you are at all in doubt your topic choice, please ask me). 800words