Observations and Reactions to a Service Process

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.

了解議題的一種有效方法是觀察其最基本的組成部分，並分析當其中一些細節出錯時會發生什麼。學生學習服務議題時的早期步驟之一是體驗和觀察一件不太理想的服務過程。學生們從最終用戶/客戶的角度分析了個人體驗。他們討論了他們的反應感受以及他們認為導致服務中斷的核心問題爲何。

(service process and failures at Louisa)

• Steve Wang
• Zoey Lin
• Yiler Huang
• Yuna Wu
• Ingram Chung