An individual academic paper of 1500 words collecting 100 critical incidences about Service Quality dimensions on any issues affecting service performance in the sector (of students’ choice) (LOs1 & 4) 1. Examine the elements that contribute to business performance. 2. Critically evaluate the key interventions and processes involved in the management of a service operation. Utilising the ‘Critical Incident Technique’ presented in the module, you are required to examine issues of service quality in one of the following sectors: a) Hospitality b) Retail c) Tourism/Travel d) Events e) Sport and Leisure f) Health N.B. This does not have to be your routeway/ discipline. NB: You should aim to gather a minimum of 100 ‘critical service incidents’ in total (this can be two per interviewee i.e. 50 participants in total) and you may wish to analyse this data using minitab or excel, although this is not compulsory. You should carry out some preliminary findings from your data analysis and highlight any emerging themes. Justification of research methodology (30%) Data collection and analysis (30%) Narrative, flow and structure (20%) Presentation and referencing (20%)
Critically evaluate the key interventions and processes involved in the management of a service operation.