Observations and Reactions to a Service Process 服務流程的觀察與啓發
One effective way to learn about a topic is by identifying its most basic components and analyzing what happens when some of those items are missing. One of the early steps towards learning about service involved the students experiencing and observing a service process that was less than ideal. The students analyzed the experience personally from the point of view of the end user/customer. They discussed their reactions and what core issues they felt led to the service breakdown. 一種有效瞭解研究議題的方法是觀察其最基本的組成要素，並分析其中這些要素出錯或喪失時造成的影響。學習服務議題最初期的步驟之一，便是去體驗和觀察一套有待改進的服務流程。學生們從終端用戶/客人的角度分析了自身的體驗，也與彼此討論，試圖找出店家服務不周的問題核心所在。