This assignment involves submitting two drafts of the paper. The requirements for the first draft and the second draft are the same. First draft must include all the components of the assignment. It has to be prepared after conducting your observation.
“Service Encounters” project is modeled on Bailey’s research presented in his paper, “Communication of Respect in Interethnic Service Encounters,” which you can find in the “Readings”folderunder“content”onBBLearn.Re-‐-‐-‐readthe Bailey’spaperbeforestarting the project.
The first draft is due before class through BB Learn on November 5. The final draft is due before class through BB Learn on November 24. Maximum credit available for the first draft is 40 points. Any points over 40 points allowed for the first draft will be credited as bonus points. Maximum credit available for the final draft is 50 points. In order to be graded, the paper needs to be edited for clarity and grammatical and typographic errors. Plan on consulting the Writing Center to get five bonus points !!! Even best writing can be improved. Set up an appointment to work individually with a tutor at the North or South Student Learning Center
The project involves following steps:
(1) Conduct careful observation of “service encounter” type of interactions in a real world setting
Select a setting such as convenience store, cafeteria or Starbucks, open to the public. Select time when there is not much traffic so that people are not too rushed. Observe and describe in your notes four interactions between the attendant and customer. At
least three of the conversations should involve either the customer or the service person introducing a topic not directly related to the business transaction at hand, such as in these hypothetical exchanges:
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