THIS ASSIGNMENT HAS 3 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had several assignments I have had to request be fixed because this direction wasnt followed.
SECTION 1
Discussion 5
Discuss the four strategic roles of physical evidence.
The initial discussion post is to be no less than 500 words, must reference material from the textbook and the relevant case material. Use APA style citations and references to support the ideas presented.
SECTION 2
Accomplish 5
Fun in the Air
The trend of flight attendants choosing to sing the safety announcement may represent another strategy to cope with the monotony and conflict within the role. Southwest encourages their flight attendants to incorporate personality into their interactions with customers. As one attendant tells passengers “I have done 5 flights today and another regular announcement will put me to sleep.” He then raps the announcements accompanied by the passengers as seen here.
https://www.youtube.com/watch?v=x_o_xn-q5Zk
Organizations must monitor these practices however; in extreme cases the role conflict and ambiguity can lead to acts of service sabotage. These acts serve to regain control, or a sense of it, for the service provider. In some cases, such sabotage is kept private – smaller portions or bad beer for difficult customers. In other cases, it manifests in more public ways with whole teams of service providers playing games and tricks on each other, through the customers or on customers directly. This represents a breakdown in service, but it is much more common than we think. A survey of 182 first line service personnel found that 90% accepted behavior with malicious intent to reduce or spoil service. In this example, whether the pilots describing the firearms they had with them in the cockpit were intending to deter terrorists or were engaged in service sabotage remains to be decided.
https://www.youtube.com/watch?v=Jtf4Zma8kMU
In a 2-page (minimum) paper compare the service aspects of both interactions with customers and comment on how you would manage the creative delivery of information to these flight customers.
Refer in your paper to specific concepts you have identified from your reading for this week. You should also include at least two APA style citations and references. Submit your work under the Accomplish tab, for Week 5.
SECTION 3
Reflection 5
Discuss/Describe the following:
Describe a service environment in which the physical design, signage, or layout makes it easy to understand the script. Describe another where the environment makes it very difficult to understand the role of and the script of the consumer.
Who are the service providers in the Depop model? How much of the work is being done by the consumer?
Responses should be at least 150 words each and contain APA style citations and references.