Service Reflection

Choose a service encounter that you had that was excellent (STAR Service) or horrible (SLUG Service). This
may also be an internal service encounter where you are the employee dealing with a company you work for,
or it may be the typical service encounter where you are the guest/customer. Explain your expectations on
each attribute and then now the company performed on those (i.e., were your expectations met, not met, or
exceeded) service defined in your service measurement handout. These include tangibles, assurance,
empathy, responsiveness, and reliability. Choose two things you think the company can do to go another step
beyond and improve the service experience for guests, therefore, extend/enhance the service experienced by
providing two service innovations the company can execute.